Technical Analyst Support - Hyderabad - Oracle
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The Fusion SCM Cloud Support Team is expanding to support our rapidly
increasing customer base. The team partners with development in supporting new
and existing customers. It is a unique opportunity to be part of the future of
Oracle Support and help shape the organization to benefit our customers,
employees and the organization overall. If you are excited by the notion of
being able to define a group from early stages on and shape our collective future
then this is the place to be.
This position is for supporting Fusion Applications, particularly
under the Supply Chain Management (Product Information Management, Distributed
Order Orchestration, Logistics, and Cost Management) and the Procurement
pillars (Purchasing, Self-Service Procurement, Sourcing, Supplier Model, and
This role may need you to
work on weekends and multiple shifts on rotation basis.
Candidate Background and experience
More than four year’s implementation, support,
consulting or development experience (or equivalent) in enterprise business
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
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.
Behavioral Skills (Required)
Ability to influence and gain cooperative
relationships with wide range of audiences ranging from executives to technical
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 the
cause is and what the symptom is.
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
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 modules in any of the following Oracle Supply Chain Application Suites
- Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JD Edwards EnterpriseOne;
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 trainings 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)