Oracle Applications SCM Support Analyst

Multiple roles open for Oracle Applucations SCM Support Analyst (Open for EBS/Fusion experience)
Open for Techno-Functional/Functional/Technical experts with minimum 6 years work experience
Job Locations - Bangalore/Hyderabad
SCM Modules - Procurement, inventory, order management, planning, manufacturing, PLM, PIM
Summary
The Fusion SCM Cloud Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Cloud Support and help shape the organization to benefit our customers, employees and the organization overall. Oracle Cloud Support offers you opportunity to work with multiple technologies, leading edge cloud applications in a knowledge centric collaborative environment. If you are excited to learn new technologies, applications, showcase your analytical, technical or domain related talents and shape our collective future then this is the place to be.
Overview of Job Description
As a member of the Support organization, your focus is to deliver post-sales development, support and solutions to the Oracle customer base while serving as an advocate within Oracle for customer needs. This involves resolving post-sales technical issues by performing technical and application issue analysis troubleshooting, and develop fixes within application and infrastructure layers. As a Senior Technical Applications Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. This would include tasks such as analysis of technical issue, , troubleshoot and debug software programs for commercial or end user applications and on occasion create modify code.
In this role the engineer serves as a technical subject matter expert (SME) in one or more product areas under Supply chain Management /Procurement domain. They focus on learning and acquiring the skill sets necessary to work both as a Sustaining Engineering Developer and a Software Support engineer with varying degrees of responsibility drawn from both job roles. As the most advanced technical engineers in the Software Support team, they work hand in hand with the Product Development and Strategy teams to service Oracle customers. Reviewing source code combined with their ability to triage complex software problems across the stack and down to the code level will result in faster resolution for customers.
They will develop a deep understanding of how an Oracle product or application integrates and interoperates with other Oracle or third party applications. This entails engaging with other similar experts across Application pillars, Middleware and Database, to troubleshoot complex integration issues. They will serve as an extension of a Product Development team with the goal to assist their respective Support teams/peers and may even write code fixes to submit for Development review. They will be responsible for triaging customer bugs for their subject areas and assist development with bug prioritization.
The engineer will be regularly engaged for critical customer issues to ensure resolution to the customer’s satisfaction and that the customer’s voice is accurately reflected to all teams within the organization. They will also make specific recommendations for both product and knowledge document improvements to help improve product supportability and customer self-service. With deep functional and technical understanding of the products, they will also be responsible for identifying opportunities and creating ways to proactively detect problems in customer’s application environments e.g. via Business Process Monitoring, Sensors systems and help create a better service experience for Oracle customers.
Candidate to possess following Technical Skills :
Strong Understanding of data structure, ER Diagrams.
Hands on Programming /Scripting experience in :
R, Java, Groovy, Unix Shell Scripts. Exposure to JavaScript / TypeScript, React.js, Oracle JET,Oracle RDBMS and having understanding to utilize frameworks and libraries such as TensorFlow and PyTorch will be added advantage.
Knowledge of networks, internet protocols, database configuration, server configuration, SQL tuning will be preferred.
Understanding and developing REST /SOAP Service and Payload creation. Working knowledge on ADF ,BI Analytics will be desired.
Roles and Responsibilities
As Cloud Software Engineer, you will offer strategic technical services to assure the highest level of customer experience. At high level, this would include tasks such as analysis, design develop, troubleshoot, and debug software programs for commercial or end user applications including create, modify code and assist customers during their implementation lifecycle.
Keeping the technical expertise one would bring, below are some duties a technical engineer one would be involved in but not limited to.
Develop proactive monitoring systems like Automation, Sensors, log parser tools, scripting, analyzers to Identify issues with process/ product and implement solutioning around it.
Ability to collaborate with Product strategy team to implement Product Enhancement. Review customer extensions and provide product improvement recommendations.
Develop more self-serviceable application and improve overall customer experience by adapting Shift-Left Industry practice and providing CAPA/RCA. (Corrective Preventive Action, Root Cause Analysis)
Source code access in order to triage issues to code level to assist development and ability to write data fixes (EM payloads and data fix scripts).
Building support integration environments. POC for integration and working with other pillars to strengthen the support model between teams.
Pre-defect reviewer to assist other engineers within Support to resolve independently or validating and defining the issue accurately before engaging Development.
Application Performance POC, if applicable (not all engineers with code access may understand performance issues).
Be POC for handling the more technical issues during critical customer escalations.
Interface with Cloud Operations and Development on improvements through sensors and process improvements including working with Documentation team on improvements when issues have been identified for better self-serviceability.
Understand the capabilities and tooling needs of support and drive innovation, build and development utilities such as sensors, log parser tools, scripting, analyzers, etc.
Qualifications
The ideal candidate will possess the following skills but may not be limited to:
7 plus years’ experience with core / application products Applications products.
BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).
Experience building and/or troubleshooting enterprise business applications.
Implementation, support, consulting, or development experience (or equivalent) in enterprise business application.
Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques.
Extensive experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.

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