Technical Analyst 3Support

Job Description

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management.In this position, you will routinely act independently while researching and developing solutions to customer issues.Job duties are varied and complex utilizing independent judgment. 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),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 with Cloud and On Premise customers. This work includes:

• Work directly with Customers for
• Advising on complex use of Oracle products
• Resolving highly complex and mission-critical issues
• Manage highly complex and critical customer issues
• Serve as Situation Manager on highly sensitive issues
• Consult with Management in directing resolution of critical Customer situations
• Knowledge 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 others
• Creation/review of Knowledge Articles
• Operations Management
• Analyze work load, determine best practices and implement changes to improve Productivity
• Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools/utilities etc.
• Participate and drive initiatives that
• Improve overall product and documentation quality
• New products/releases testing and Support Readiness
• Beta programs
• Customer service improvement

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 Management
• Functional/Technical background in assigned product area (i.e.,HCM) and exposure to associated systems and software
• Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
• Ability 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 resolution

Customer & Industry Knowledge:

• Excellent track record in providing outstanding and unparalleled customer service
• Ability to handle difficult or sensitive situations with diplomacy and tact

Personal Attributes:

• Strong time management skills
• Strong written and verbal English communication skills; multi-lingual a plus
• Excellent organization and prioritization skills
• Ability to work efficiently and independently; project management skills a plus
• Ability to thoroughly carry out, review, and report on all aspects of work
• Ability to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow
• Works effectively with international team members to provide seamless
• service to customers
• Excellent decision making skills
• Commitment to process improvement

Keyskills :
sqlsupportjavaroblemsolvingtechnical