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Oracle Technical Analyst 3-Support in Hyderabad, India

Technical Analyst 3-Support

Preferred Qualifications

Responsibilities

CaseResolution:

  • Research, resolve andrespond to complex issues across the product line and product boundaries inaccordance with current standards

  • Demonstrate strong follow-through and consistently keep commitments tocustomers Ensure that each and every customer is handled with a consummatelyprofessional attitude and the highest possible level of service

  • Take ownership andresponsibility for priority customer cases where and when required

  • Review urgent and criticalincidents for quality

  • Queue reviews with analyststo ensure quality and efficiency of support

KnowledgeManagement:

  • Develop a depth and breadthof knowledge within the product line in more than one product area

  • Contribute to an environmentthat encourages information sharing, team-based resolution activity, crosstraining and an absolute focus on resolving customer cases as quickly andeffectively as possible

  • Acquire and maintain currentknowledge of relevant product and service offerings and support policies andunderstand impact to the position

  • Attend training sessionsoffered within the group and create/lead training workshops for product line

  • Deliver presentations onsupport related topics to customer groups or other organizations within Oracle(within and outside of product line)

  • Coordinate customer andsupport issues among support sites to ensure timely distribution of knowledgeand positive impact on customer satisfaction and quality

  • Identify areas andpossibilities where proactive efforts can prevent new cases

DailyOperations:

  • Initiate and participate inprocess improvements within the product line

  • Report high visibilitycases, escalation, customer trends to management

  • Act as information resourceto the management team

  • Participate in projects thatenhance the quality or efficiency of support

  • Participate in system andrelease testing, as needed

  • Act as a role model andmentor for less senior analysts

  • Participate in after hoursupport as required

  • Work with OracleDevelopment/Support Development for product related issues

  • Participate in therecruiting process for new team members

  • Demonstrate corecompetencies (employ sound business judgment, creative and innovative ways tosolve problems, strong work ethic and do whatever it takes to get the job done)

Development:

  • Develop code to automatedata collection, problem diagnosis and resolution

Job Requirements

Education & Experience:

  • B.A./B.S. in a technicalfield or equivalent experience required

  • 4 years relevant workingexperience (preferably 2 years working with Oracle/PeopleSoft products)

  • Prior experience inproviding technical customer support

Functional/Technical Knowledge & Skills:

  • Excellent analytical andproblem solving skills

  • General understanding of ERP products (FMS, SCM, HCM, CRM) and exposure to associated systems and software(EPM and Student Services)

  • Technical skills in:relational databases (Oracle, SQLServer, DB2®/UDB, DB2®/400), operating systems(Microsoft Windows, UNIX®, Linux, and the AS400 Operating systems), programminglanguages, web technologies and an analytical approach to troubleshooting

  • Understanding of structuredSQL statements and how they are executed in the RDBMS

  • Ability to read and deciphersoftware log and trace files as well as the ability to act upon the finding todetermine a problem resolution.

  • Experience in filtering and updatingcomplex technical knowledge for use in problem resolution

  • Experience in coding in UNIX

Customer & IndustryKnowledge:

  • Excellent track record in providingoutstanding and unparalleled customer service

  • Ability to handle difficult or sensitivesituations with diplomacy and tact

General Business Skills:

  • Strong time management skills

  • Demonstrated ability to handle multiplepriorities effectively and efficiently

  • Strong written and verbal Englishcommunication skills; multi-lingual a plus

  • Excellent organization andprioritization skills

  • Ability to work efficiently andindependently; 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 toothers: sets an example of integrity, ethical behavior andprofessionalism for others to follow

  • Works effectively with internationalteam members to provide seamless service to customers

  • Excellent decision making skills

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: Support

Location: IN-IN,India-Hyderabad

Other Locations: IN-IN,India-Bengaluru

Job Type: Regular Employee Hire

Organization: Oracle

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