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).
Our Ideal Candidate Our ideal candidate will typically be expected to demonstrate the following attributes:

• Good techno-functional skills in Oracle Database and in any one of the Oracle Applications such as Fusion Applications, Primavera, EBS, HCM & JDE etc.

• Knowledge & experience in On-premise systems, engineered systems(Exadata) and Oracle Cloud Infrastructure and integration.

• Understanding of Technical architecture, operating systems and network.

• Should have a strong customer facing skills.

• Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts including night shifts.

• Excellent team player, willing to learn new technologies & problem-solving skills.

• Strong organization skills, detail oriented & communication skills. .

• University degree, with post graduate technical or management qualifications or other relevant experience.

• OCI Certified / ITIL Foundation Certification in IT Service Management / PMP / CSM / Six Sigma.

Skills - EBS R12/Fusion/SOA expertise with Techno-functional skills in Financials (Accounts Receivables, Accounts Payables, Cash Management, Internet Expenses, EB Tax & General Ledger), Supply Chain (Procurement, Oracle Supplier Network, Order Management & Shipping, Inventory, Oracle Transportation Management, Warehouse Management Systems & Planning), 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 Your Qualifications The candidate should have 10+ years of experience in Oracle products including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application or infrastructure/database projects. High commitment with his/her customers is must. The role will be based in Bangalore / Hyderabad. Your Responsibilities
Key tasks include, but are not limited to, the following: SCOPE

• Manage service delivery activities for customer’s diversified set of Oracle Products deployed on Cloud & On-Premises.
• Represent as a single point of contact between customer & Oracle.
• Manage the service delivery through virtual team of resources.
• Establish priorities & Service growth plans for customers aligned to Oracle’s Cloud Strategy.
• Work on improvement initiatives as required

ACCOUNTABILITIES

• Review existing services & contracts and understand the scope thoroughly.
• Generate & manage service delivery plan, key deliverables, marshal resources as required, RACI, risks, issues and dependencies according to ACS standards.
• Deliver regular business and operational reviews to key business stakeholders.
• Implement Service Improvement policy and processes.
• Manage and co-ordinate changes in customer environments per customer strategy.

RESPONSIBILITIES

• Service Planning
• Technology Change Management
• Contractual and Financial Control
• Service Governance
• Event, Problem and Incident Management
• Issue and Risk Management
• Escalation Management
• Best Practice Advice and Recommendations
• Impact assessments
• Business Development and Renewals
• Customer Satisfaction
• Provide leadership, motivation and direction

This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle's products and related implementation services. This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. You will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. 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. Demonstrated success at Oracle technologies for at least 5 years and as a Technical/Functional lead for at least 3 years, including involvement in at least 3 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.