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Employer Description
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. Thats why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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 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)
Career Level - IC3
Responsibilities
Senior Support Engineer is expected to apply considerable support/development/implementation experience, a deep understanding of the underlying technologies, knowledge of business processes and support processes to interact with a broad spectrum of people within both Oracle and the customer(s) encountering issues during beta and production phases.
You will be expected to master complex technical and functional areas and have the ability to suggest and/or create diagnostics and troubleshooting tools for the larger organization.
You will also be instrumental in helping to define/refine the future support processes and help prepare the larger support team for the big release.
You will be expected to coach, mentor and train your peers in other organizations, interact frequently with senior management in the support and development chain and prepare and present to large and small groups on technical and functional topics.
An opportunity to work with Cloud and on-premise customers
Desired Profile
Candidate Background And Experience
More than three years implementation, support, consulting or development experience (or equivalent) in enterprise business application.
Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques.
Extensive experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Troubleshooting techniques etc). Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on.
Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.
Knowledge in the Finance products of EBS is mandatory
Behavioral Skills (Required)
Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.
Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience-appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what is cause and what is symptom.
Good organizational skills. Able to develop a coherent plan of action that meets everyone's needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.
Ability to persevere in the face of obstacles and ensure customer's success,
Self starter, works well unsupervised or with limited supervision.
Detail Oriented
Process orientation preferred
Technical & Analytical Skills (Required)
Well-developed troubleshooting skills, ability to analyze details and synthesize big picture, frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.
Detailed Functional and technical knowledge of more than one ERP modules in any of the following Oracle Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise ; JD Edwards EnterpriseOne; Siebel
Desired Technical Skills
Following technical skills are desired. In the absence of these skills, the candidate is expected have one of the role-based Tech skills for EBS or PeopleSoft or JDE or Siebel. 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 trainings in these areas.
XML: skilled in reading/writing/validating and processing reasonably complex XML documents. Familiarity with DTD's, Namespaces, XML Schemas, XPath and XSLT.
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.
SOAP and Web Services: A basic understanding of locating and invoking remote Web Services (UDDI, SOAP). A working understanding of WSDL, RPC/Document style web services and WS-Security, WS-Reliability.
Service Oriented Architecture and BPEL: Familiarity with the SOA development paradigm and the use of SOA suite components (BPEL, Enterprise Service Bus, Business Rules) to arrange/assemble discrete web services into more complex business flows.
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.
Experience: 6-10 Yrs
Industry Type: IT-Software/ Software Services
Functional Area: Fusion Cloud/EBS FMS AP, AR, FA, GL and PPM
Education
UG - Any Graduate Any Specialization,
PG - Any PG Course - Any Specialization, Post Graduation Not Required
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 sectorand 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.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
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
