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Senior Technical Analyst
3 months ago
As a member of the Support organization, our focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.
This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as technical inquiries regarding the use of and solve for our Electronic Support Services.
A primary point of contact for customers, responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and called out issues.
As a Sr.Support Engineer, we 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 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 using independent judgment. May have project lead role.Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is important.
Career Level - IC3Job DescriptionResource would play a lead role in running development and support projects for Oracle ERP/SaaS/Fusion customers and should have experience in working on development, support of CEMLI and Implementation (Waterfall or Agile methodology)The job involves working with customers in different time zones and should be flexible to work in shifts including night shifts.
Independently work on CEMLI objects - Design, develop and testTechnically good in development and experience on EBS ModulesInvestigate, analyze, design and develop solution for enhancements/developments related to CEMLI's.
Identify the impact of patches and resolve functional and technical steps required to minimize the disruption to business.Report progress/status/risk/issues on development at regular basis.
Run the complete development pipeline and handle the scope, time and cost and delivery of all the CEMLI.Lead the support team in Incident and Problem Management and come up with innovative solutions in short span of time.
Understand customer requirements/user stories and implement practical solutions.Hands on knowledge and expertise on ERP applications like Oracle Apps R12 (SCM/Finance/HCM) and Fusion/SaaS modulesGood knowledge of business processes and application setups and the impacts of setups to another.
Personal AttributesSelf driven and result oriented.Strong problem solving/analytical skills.
Strong customer support and relation skillsEffective communication (verbal and written)Focus on relationships (internal and external)Strong willingness to learn new things and share them with others.
Standout colleagueCustomer focused and customer facing skills.Values and enjoys mentoring/knowledge transfer ability.
Other skillsExperience in understanding customer requirement.
Customer facingLateral thinkingTime ManagementGood Technical expertise on EBS/integrations architectureKnowledge of performance tuning is a plus.
Working knowledge with OMCS/SaaS teams would be an advantage.
OCI Certified / ITIL Foundation Certification in IT Service Management / Six Sigma.
Your QualificationsThe candidate should have 5+ years of experience in Oracle products including Technical/Functional and a minimum 2 years of leadership experience working at a customer facing roles.
High commitment with their customers is must.Skills
- EBS R12/Fusion/SOA expertise with Supply Chain (Procurement, Oracle Supplier Network, Order Management & Shipping, Inventory, Oracle Transportation Management, Warehouse Management Systems, ASCP and DemantraFinancials (Accounts Receivables, Accounts Payables, Cash Management, Internet Expenses, EB Tax & General Ledger), and Human Capital Management (Core HCM, Payroll, Absence Management, Talent Management, Fast Formulas HDL & Security)Technical Skills
- Oracle Database, SQL, PL/SQL, Java, Unix, Forms, Reports, XML/BI Publisher, Workflow, OA Framework, SOA/BPEL, OTBI, OIC, XML / HTML
Bachelor's degree in computer science, Engineering or equivalent experience is as added advantageDiversity & Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.
Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.
We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.