Technical Analyst 4-Support
2d ago
source : Shine
  • 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)., *

    Job Description

  • Resource would play lead role in running development and support projects for Apps Unlimited and SaaS customers and should have experience in working on post production support as well as in consulting in development, and Implementation (Waterfall and / or Agile methodology)
  • Domain experience in project accounting and project management is required.
  • 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 independently manage customer from all aspects of delivery : resource utilization, quality deliverables, scope management, reporting, SLA management, etc.
  • Subject Matter Expertise in EBS Project Accounting in addition to EBS / Fusion Finance is required. SaaS knowledge / certification would be preferred.
  • Resource should be able to lead the support team in Incident and Problem Management and come up with innovative solutions.
  • Primary SkillsPost production support Team lead for EBS / Fusion projectsITIL process expertise and experienceDomain expertise in project accounting and costingOther essential skills

    Experience in understanding customer requirement.

    Good knowledge of business processes and application setups

    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.

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