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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.

Responsibilities

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.

RESPONSIBILITIES:

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model

• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

• Service request resolution in a collaborative environment with the customer

• Maintaining product expertise in assigned cluster

• Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise.

• Working towards, adopting and contributing to new processes and tools (Web Conferencing, diagnostic methodology, health checks, scripting tools, automation, etc.)

• Contributing to Knowledge Management content creation and maintenance. Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area

• Participating in Root Cause/Corrective Action activities defined within the product area in order to further enhance the customer experience and improve the Oracle product

• Working with development on product improvement programs (testing, BETA programs etc) as required

• Operating within Oracle business processes and procedures

• Respond and resolve customer issues within Key Performance Indicator targets

• Ensure the timely completion of planned proactive tasks and Service Requests

• Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service

Requests

• Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call".

Functional/Technical Knowledge & Skills

• Bachelor's Degree in Engineering / B.Tech / MCA / Masters Degree in Computer Science /OR 6+ years’ experience with Core products or 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).

• Excellent analytical and problem solving skills

• Working knowledge of SCM products like Oracle Order Management, Shipping, Advanced Pricing

• Functional/Technical background in assigned product area (SCM products) and exposure to associated systems and software. This includes usage of Application Product Interfaces (APIs), Interfaces etc. along with ability to map requirements to existing features.

• Technical skills in any 3 of the following are desirable: RDBMS, SQL, PL-SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services

• Understanding of structured SQL statements and how they are executed in the RDBMS (SQL/ PLSQL) helpful.

• Ability to read and decipher software Log and Trace files, Performance Tuning, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution

• Demonstrates strong and sound judgment to expedite or facilitate the development of solutions to customer issues in a reactive or proactive mode.

• Good understanding of different business scenarios and ability to assess the criticality an issue has on the customer’s business.

Personal Attributes:

Self-motivated with good communication skills, excellent verbal and written skills in English is a must!

Proactive

Problem Solving/Analytical Skills

Effective Communication (verbal and written)

Focus on Relationships (internal and external)

Influencing/Negotiating

Teamwork

Results Focused

Escalations Management

Expertise (maintaining professional in own discipline)

Enthusiasm

Flexibility

Organizational Skills

Coaching/Knowledge Transfer Ability

In-depth experience in using or developing Oracle’s EBS products

Comfortable working under stress

Willing to work weekends occasionally

Willing to work in shifts if needed

Should be Customer-Focused

Should be Well-organized

Should be Team-player

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)

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer