Oracle | Senior Technical Analyst | bangalore
1 month ago
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves consulting and assisting to resolve post-sales customer service requests via phone and electronic means, as well as technical questions regarding the functional aspects of EPM and On-premise products. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues, with functional expertise in Oracle Cloud and On-premise financial products
Position requires strong communication skills to assist in analyzing user requirements and understanding how customers apply application software to implement those requirements.
Must be able to:
- Understand, communicate and document complex technical issues and results.
- Apply diagnostic techniques to isolate specific scenarios to facilitate reproduction and correction of issues
- Create and attempt alternate/experiments/approaches to help identify and/or workaround issues.
Overall 6+ years of implementation, support, consulting, or development experience (or equivalent) in enterprise business applications.
Preferred Skills include:
At least 4+ yrs of experience with one or more of Hyperion EPM products - HFM/FCCS/Planning/EDMCS along with Data Integration/Data Management.
Functional knowledge on Account & Finance , Planning Budgeting & Forecasting .
Administration & Development experience in PBCS & FCCS preferred.
Implementation & troubleshooting experience on FDMEE / Data Exchange (Integration) is essential.
Extensive Knowledge in RDBMS concepts, with Programming and Scripting Knowledge in Java, Python, PL/SQL , Groovy & REST API.
Project Management & Escalation Management experience is an added advantage
Knowledge on other Integration Tools will be an added advantage.
Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Tuning, Troubleshooting techniques etc).
Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning, and so on.
Good Customer service management and communication skills
Exceptional diagnostic and troubleshooting ability and skilled in using industry-standard tools and techniques.
Required to work in rotational shifts.
Experience : 6+ Years
Engineering Degree in CSE/ECE/EEE/IT or BS/BCom in Accounting or equivalent experience with enterprise accounting services, proven professional/ technical experience, i.e., demonstrating an understanding of Oracle HFM/FCCS/Planning at a functional and technical level.
Career Level - IC3
Responsibilities:
As a Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer experience as part of of Application Service Excellence(ASE) team.
A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.
You will be a liaison between customer and Oracle Internal teams like CSM, Dev Ops , Dev and Product Management to resolve and enhance customer experience.
Roles would be to abide by Process and Procedure of the ASE Organization and ensure the ASE KPI metrics are met or exceeded.
Participate in the Process and Change management when needed by the ASE management . As a part of Support , role demands the need to work along with Customer / Implementation Partner for the smooth Go-Live of customer.
Proactively identify the Skill gaps and then create , plan and deliver trainings to bridge the gap.
Will be part of Escalation Management & Project Management to handle these customer during their implementation projects.
Role also demands to provide feedback to Product Management for the Product documentation, and Product Feature for the benefit of EPM Customers.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.
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