Technical Analyst 3-Support
India IN
2d ago

Job Summary

Technical Analyst 3-Support-19000PV4

Department Description :

The Fusion SCM Cloud Support Team is expanding to support our rapidlyincreasing customer base. The team partners with development in supporting new andexisting customers.

It is a unique opportunity to be part of the future ofOracle Support and help shape the organization to benefit our customers,employees and the organization overall.

If you are excited by the notion ofbeing able to define a group from early stages on and shape our collectivefuture then this is the place to be.

Position Overview :

This position is for supportingFusion Applications, particularly under Supply Chain Management and Procurementpillars.

Note : This role may need you to work on weekends and multipleshifts on rotation basis.


Candidate Background and experience

  • More than four year’s implementation, support, consulting ordevelopment experience (or equivalent) in enterprise business applications.
  • Exposure to SaaS environment.
  • Exceptional diagnostic and troubleshooting ability and skilledin using industry standard tools and techniques.
  • Extensive experience monitoring, tuning and / or changingcomplex applications to optimize the product to perform to customerexpectations.
  • Extensive experience with one or many aspects of EnterpriseBusiness Application (Product knowledge, Log reading, Troubleshootingtechniques etc).
  • Knowledge of networks, database configuration, serverconfiguration, Web Server optimization load balancing hardware, SQL tuning andso on.
  • Ability and attitude to assist junior members of the team intraining on new products and technologies is highly desired.
  • Behavioral Skills (Required)

  • Abilityto influence and gain cooperative relationships with wide range of audiencesranging from executives to technical specialists.
  • Excellentcommunication skills. Able to communicate very well both technically andfunctionally in highly escalated situations.
  • Able to produce audienceappropriate communication with executives, support personnel, and customerpersonnel in tense, escalated situations

  • Well-developedlistening skills. Able to discern core issues in an environment where it may bedifficult to determine what the cause is and what the symptom is.
  • Goodorganizational skills. Able to develop a coherent plan of action that meetseveryone’s needs to resolve a given situation as quickly as possible.
  • Also ableto revise this plan as new data is obtained without appearing that there was noplan.

  • Abilityto persevere in the face of obstacles and ensure customer’s success.
  • Selfstarter, works well unsupervised or with limited supervision.
  • DetailOriented (Process orientation preferred)
  • Technical & Analytical Skills(Required)

  • Well-developed troubleshootingskills, ability to analyze details and synthesize "big picture",frequently working with incomplete or ambiguous data.
  • Creative use of industrystandard tools to aid in the diagnostic process.

  • Detailed Functional and technicalknowledge of more than one modules in any of the following Oracle Supply ChainApplication Suites -
  • Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JDEdwards; Siebel

    Desired Technical Skills

  • Following technical skills are desired. In the absence of these skills, it is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-
  • hire training in these areas.

  • Object Orientation and Java literacy : Deep understanding of Object Oriented design concepts (such as inheritance) and experience of supporting / troubleshooting applications implemented in java (ability to analyze / relate to java exception messages in log files, class loading issues, basic understanding of JVM operation).
  • Knowledge of J2EE and EJB preferred. Past Programming or white box testing experience in Java and other web technologies is preferred.

  • Development framework : Experience supporting / developing / testing web applications implemented using frameworks that expose business services via a Model / View / Controller paradigm, such as Oracle ADF.
  • Proficiency in SQL.
  • In depth understanding of at least one database platform (Oracle, SQL Server, DB2).
  • Detailed Description and Job Requirements

    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)


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