Job Description

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 resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. 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.

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)
Position Overview:
Position is for a Functional Support Professional, preferably with implementation background in Oracle eBiz Supply Chain,Manufacturing and Planning Applications.
Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer. Job Responsibilities:
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.
The job involves working with customers in different time zones and resource should be flexible to work in shifts including night shifts
Resource should be able to investigate, analyze, design and develop solution for enhancements/developments
Resource should be able to identify the impact of patches and determine functional and technical steps required to minimize the disruption to business
Report progress/status/risk/issues on development at regular basis.
Resource should be able to lead the support team in Incident and Problem Management and come up with innovative solutions in short span of time.
Resource should be able to understand customer requirements/user stories and implement practical solutions.
Resource should have hands on knowledge and expertise on Oracle Apps R12 (SCM, Manufacturing and Planning) and Fusion/SaaS modules
Resource should have Good knowledge of business processes and application setups and the impacts of one setups to another. Personal Attributes Self driven and result oriented
Strong problem solving/analytical skills
Strong customer support and relation skills
Effective communication (verbal and written)
Focus on relationships (internal and external)
Strong willingness to learn new things and share them with others
Influencing/negotiating
Team player
Customer focused and customer facing skills
Confident and decisive
Values Expertise (maintaining professional expertise in own discipline)
Enthusiasm
Flexibility
Organizational skills
Values and enjoys coaching/knowledge transfer ability
Values and enjoys teaching technical courses Other essential skills Experience in understanding customer requirement.
Good knowledge of business processes and application setups
Customer facing
Lateral thinking
Time Management
Good Technical expertise on EBS/integrations architecture
Knowledge 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 Qualifications The candidate should have 6+ 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 his/her customers is must.
Skills - EBS R12/Fusion/SOA expertise with Techno-functional skills in Supply Chain, Manufacturing and Planning (Procurement, Oracle Supplier Network, Order Management & Shipping, Inventory, Oracle Transportation Management, Warehouse Management Systems, Bill of Materials, Work in Progress, Quality, Enterprise Asset Management, Costing & Planning).
Technical Skills - Oracle Database, SQL, PL/SQL
Ready to work in shifts including night shift. The role will be based in Bangalore / Hyderabad.
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. A primary point of contact for customers, you are responsible for managing diverse customer situations and escalated issues.
As a Sr. Support Analyst, you will be the interface to customers and Internal Oracle Teams for resolution of problems, 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.
BE, BTech, MCA , MBA or equivalent preferred. Other qualifications demonstrating an understanding of Oracle EBS Supply Chain, Manufacturing and Planning at a functional and technical level may be considered.