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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. 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. Services may be frequently provided by on-site customer visits.

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. 7 years experience with Core products or eight years experience with 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).

• The Position is for a Functional Support Analyst with a technical background in Oracle Fusion Suite of SCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
• The main role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
• 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 service incident.
• The key skills put to use on a daily basis are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is 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

• Must Have Skills
  • 10+ years of experience in Implementation, support, or upgrade of SaaS SCM suite of products with at least 1 implementation experience on SaaS SCM Products –Inventory Management, Order Management, Procurement, Logistics, Manufacturing, Supply Chain Planning, Maintenance, BI Publisher and knowledge on Oracle Integration Cloud.
  • Experience in Release 12.x SCM modules is an added advantage
  • Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge.
  • Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios
  • Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
  • Work with users to troubleshoot and resolve issues, answers business questions provides data analysis
  • Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts
  • Conduct training and knowledge sharing sessions
• Nice to Have Skills
  • 10 to 12 years of experience in Implementation, support or upgrade of Oracle SaaS SCM Suite.
  • Hands-on Configuration experience on at least three or more tools–
    • SQL & PLSQL
    • HDL
    • Extract
    • BI Publisher
    • OTBI
    • Conversion
    • Security
    • Approvals
    • Integrations
    • CS/Webservices
  • Should have good knowledge on Fusion Cloud architecture, setup manager and activities.
  • Knowledge of FBDI and OTBI reports development
  • Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.
  • Should have knowledge of localizations
  • Knowledge of Security setup would be an added advantage.
  • Experience in one of the following areas is seen as an advantage:
    • XML
    • Java, J2EE and Oracle ADF
    • SOA and Web Services

• Others
  • Exhibit effective analytical skills & organizational skills
  • Good command over spoken & written English
  • Interact directly with customers, follows through on all assignments and takes ownership of customer issues
  • Seeks innovative ways to improve the process of delivering solutions to customers
  • Strong written and verbal English communication skills; multi-lingual a plus
  • Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
  • Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
  • Must have very good communication skills, Must be a team player, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers.

• B.S (Computer Science) or equivalent preferred.
• Other qualifications with adequate experience may be considered.