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).
Career Level - IC4
Responsibilities
Job Description
We expect candidate to have:
- Hands-on experience in developing objects using Oracle SQL, PL/SQL, XML/BI Publisher, Unix, Forms, Reports, Workflow, OA, Java, Framework, SOA/BPEL, OTBI, OIC, XML / HTML, REST APIs.
- Strong technical debugging skills using above mentioned tools.
- Candidate should have implementation/Support experience in Oracle EBS Supply Chain, Financials, Planning or OPM areas.
- Strong problem solving skills.
- Strong Customer interactions and service orientation so you can understand customer's critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
- Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
- Candidate should be team player so you leverage each other's strengths. You will be engaged in collaboration with peers within/across the teams often.
- Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features and use this learning to deliver value to customers on a daily basis.
- High flexibility so you remain agile in a fast changing business and organizational environment.
- Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.
Personal Attributes:
- Self driven and result oriented
- Strong problem solving/analytical skills
- Strong customer support and relation skills
- Effective communication (verbal and written)
- Focus on relationships (internal and external)
- Strong willingness to learn new things and share them with others
- Influencing/negotiating
- Team player
- Customer focused
- Confident and decisive
- Values Expertise (maintaining professional expertise in own discipline)
- Enthusiasm
- Flexibility
- Organizational skills
- Values and enjoys coaching/knowledge transfer ability
- Values and enjoys teaching technical courses
Your Qualifications:
Technical Skills - Candidate should have 10+ years of techno-functional experience in Oracle EBS R12/Fusion Supply Chain/Financials/Planning/Process Manufacturing areas using SQL, PL/SQL, XML/BI Publisher, Unix, Forms, Reports, Workflow, OA, Java, Framework, SOA/BPEL, OTBI, OIC, XML / HTML, REST APIs.
Good debugging skills using above mentioned technical tools.
Should have experience in development/support/implementation of CEMLIs.
Shift working is mandatory. Ready to work in shifts including night shift on rotation basis (6:30pm/10:30pm/2:30pm). The role will be based out of Bangalore / Hyderabad/Noida
Education: BE, BTech, MCA , preferred. Other qualifications with adequate experience may be considered.
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 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
