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Technical Analyst 3Support

2.00 to 5.00 Years   Hyderabad   12 Nov, 2019
Oracle
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)*Fusion HCM Product Support - Oracle Support Services Customer Support AnalystAt Oracle Fusion, we deliver HCM management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.Fusion HCM Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting early adopters and new customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work withCloud and On Premise customers. This work includes:Work directly with Customers forAdvising on complex use of Oracle productsResolving highly complex and mission-critical issuesManage highly complex and critical customer issuesServe as Situation Manager on highly sensitive issuesConsult with Management in directing resolution of critical Customer situationsKnowledge gain and sharing - achieve knowledge transfer with teammates through

  • Development and delivery of formal team training sessions
Formal mentoring for promoting the technical and professional development of othersCreation/review of Knowledge ArticlesOperations ManagementAnalyze work load, determine best practices and implement changes to improve ProductivityProactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools/utilities etc.Participate and drive initiatives thatImprove overall product and documentation qualityNew products/releases testing and Support ReadinessBeta programsCustomer service improvementNote: This role may need you to work on weekends and multiple shifts on rotation basis.Position is for a Technical Support Professional with a functional background in Human Capital Management . Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resoltuion of each service incident.Has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.HCM Product Suite knowledge is mandatory.Knowledge and/or expertise on atleast one or more modules - Core HR, Oracle Benefits, Self Service/Talent/Performance Management, Recruiting Solutions, HR Security/Admin, Time and Labour (OTL), Learning management/iLearning.Education & Experience:## Academics:1. BTech, or MTech in Engineer2. MCA or MSc (Maths/Physics/Chemistry) with work experience in working with business applications3. PGDBM/MBA (HR/Operations/Systems) is a plus4. Practical working knowledge of Oracle or PSFT HCM SuiteWorking Experience:1. Prior working experience in providing Technical Customer Support2. 4+ years relevant working experience (preferably 2 years working with Oracle/PeopleSoft products)3. Experience in one of the following areas is seen as an advantage:- XML- Java, J2EE and Oracle ADF- SOA and Web ServicesFunctional/Technical Knowledge & Skills:Excellent analytical and problem solving skills.Strong understanding of ERP product(s), particularly in Human Capital ManagementFunctional/Technical background in assigned product area (i.e.,HCM) and exposure to associated systems and softwareTechnical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web ServicesAbility to read and decipher software Log and Trace files, Web Server Optimization, Server congiruation as well as the ability to act upon the finding to determine a problem resolution.Experience in filtering and updating complex technical knowledge for use in problem resolutionCustomer & Industry Knowledge:Excellent track record in providing outstanding and unparalleled customer serviceAbility to handle difficult or sensitive situations with diplomacy and tactPersonal Attributes:Strong time management skillsStrong written and verbal English communication skills; multi-lingual a plusExcellent organization and prioritization skillsAbility to work efficiently and independently; project management skills a plusAbility to thoroughly carry out, review, and report on all aspects of workAbility to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to followWorks effectively with international team members to provide seamless service to customersExcellent decision making skillsCommitment to process improvement,

Keyskills :
troubleshooting sql java umancapitalmanagement humancapital webserver oraclefusion rolemodel sqlserver

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