Oracle Technical Analyst 3-Support in Bengaluru, India
Technical Analyst 3-Support
usion HCM Product Support - Oracle Support Services – Customer Support Analyst
At Oracle Fusion, we deliver HCM management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.
Fusion HCM Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting early adopters and new 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.
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud and On Premise customers. This work includes:
Work directly with Customers for
Advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Manage highly complex and critical customer issues
Serve as Situation Manager on highly sensitive issues
Consult with Management in directing resolution of critical Customer situations
Knowledge gain and sharing - achieve knowledge transfer with teammates through
Development and delivery of formal team training sessions
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles
Analyze work load, determine best practices and implement changes to improve Productivity
Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools/utilities etc.
Participate and drive initiatives that
Improve overall product and documentation quality
New products/releases testing and Support Readiness
Customer service improvement
Note: This role may need you to work on weekends and multiple shifts on rotation basis.
Position is for a Technical Support Professional with a functional background in Human Capital Management . Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resoltuion of each service incident.
Has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.
HCM Product Suite knowledge is mandatory.
Knowledge and/or expertise on atleast one or more modules - Core HR, Oracle Benefits, Self Service/Talent/Performance Management, Recruiting Solutions, HR Security/Admin, Time and Labour (OTL), Learning management/iLearning.
Education & Experience:
BTech, or MTech in Engineer
MCA or MSc (Maths/Physics/Chemistry) with work experience in working with business applications
PGDBM/MBA (HR/Operations/Systems) is a plus
Practical working knowledge of Oracle or PSFT HCM Suite
Prior working experience in providing Technical Customer Support
4 years relevant working experience (preferably 2 years working with Oracle/PeopleSoft products)
Experience in one of the following areas is seen as an advantage:
Java, J2EE and Oracle ADF
SOA and Web Services
Functional/Technical Knowledge & Skills:
Excellent analytical and problem solving skills.
Strong understanding of ERP product(s), particularly in Human Capital Management
Functional/Technical background in assigned product area (i.e.,HCM) and exposure to associated systems and software
Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
Ability to read and decipher software Log and Trace files, Web Server Optimization, Server congiruation as well as the ability to act upon the finding to determine a problem resolution.
Experience in filtering and updating complex technical knowledge for use in problem resolution
Customer & Industry Knowledge:
Excellent track record in providing outstanding and unparalleled customer service
Ability to handle difficult or sensitive situations with diplomacy and tact
Strong time management skills
Strong written and verbal English communication skills; multi-lingual a plus
Excellent organization and prioritization skills
Ability to work efficiently and independently; project management skills a plus
Ability to thoroughly carry out, review, and report on all aspects of work
Ability to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow
Works effectively with international team members to provide seamless service to customers
Excellent decision making skills
Commitment to process improvement
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)
Job Type: Regular Employee Hire