Detailed Description and Job Requirements

 

 

Oracle Advanced Customer Services (ACS) is looking for Advanced Support Engineers (ASEs) to deliver proactive and reactive technical support to customers as Siebel Architect.

 

The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers.

 

More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

 

The ACS Advanced Support Engineering (ASE) organization consists of a diverse, highly skilled, and specialized team of ASEs who bring deep technical expertise in the entire Oracle Product and technology set.

 

As integral part of a global Organization, the ASE will be working within an international environment and contribute to global technology driven initiatives or innovation programs for continuous service improvements. Regular training is available and required to maintain an up to date knowledge of latest developments of Oracle products and services.

 

As a Senior ASE will be part of the ACS Global Delivery EMEA Cloud MW and Apps organization in France. Siebel Architecture Specialists are part of the Application Expert Services (AES) group within Advanced Customer Services (ACS) EMEA Support team and concentrate primarily on providing support for Oracle Application implementations and also for systems in production. The group covers all Oracle Applications including: Siebel, OBI, Peoplesoft, Hyperion and eBusiness Suite. This role is focused on Architectural Support for Siebel CRM systems. 

 

Application Expert Services work with customers, integrators, to ensure the proper design and implementation of Oracle Applications. AES focus on helping customers via various reviews and via Expert Assist programs. As experts in these areas, we provide a variety of billable services to Oracle Applications customers, as well as knowledge transfer across other lines of Business.

 

Siebel Architecture Specialist is a customer facing job with the aim of providing support to the customers for Siebel production and non-production systems in the following areas: Production support, go-live/Production Rollout, upgrades, migrations, releases, change management etc

 

The job responsibility includes: application monitoring/operations, system administration, database administration performance analysis/tuning, installations, upgrades, security, technical architecture, networks, RDBMS, reviews etc.

 

For this position, we look for an experienced, talented and self-motivated Advanced Services Engineers to work onsite or remotely from customer premises mostly in EMEA. Occasional travel across the country and sometimes outside of France may be required.

 

 

RESPONSIBILITIES:

 

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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential.

 

JOB REQUIREMENTS:

• Technical background in IT and/or Computer Science with preferably a postgraduate degree
• Good level of knowledge of Unix
• Strong interpersonal, presentation, and communication skills are required. Successful candidate must also excel at presenting technical findings directly to Oracle customers, at all levels of the organization.
• Strong analytical, diagnostic, and troubleshooting skills are required.
• Can demonstrate operational administration skills for an Oracle application
• Can demonstrate advanced product knowledge by building and showcasing best practices
• Knowledge of any other Application is a plus. This may include eBusiness Suite, PeopleSoft, JDEdwards, Hyperion, SAP etc
• An understanding  of the three tiers of an  Application architecture (Web, Application and Database tier) is desirable.
• Understanding of Order Management or Marketing Server or OBIEE is a plus.
• Knowledge of technologies in one of the following areas is a plus: Weblogic, SOA, AIA etc.
• Cloud & SaaS exposure is a plus
• Siebel Certification is a plus
• Ability to travel
• Good  verbal/written skills in English
• Experience with Oracle*s core products, applications, and tools is important.

 

 PERSONAL COMPETENCIES:

• Excellent analytical skills and systematic practical orientation
• Self-motivated and resourceful, self-education attitude
• Distinct receptiveness to technical innovations
• Strong communication skills in English verbal and in writing
• Good presentation and documentation skills
• Work as a team-player and demonstrate own initiative
• Ability to work unperturbed under pressure in escalated situations
• Effective communication with appropriate hierarchy levels
• Demonstrate ownership of complex (escalated) issues or problems
• Ability to travel
• Ability to work in Standby basis (24x7), or scheduled out of hours operations

PROFESSIONAL QUALIFICATIONS:

• University Degree or comparable education/professional experience
• Previous work experience in a Support, Consulting, IT Operations or Administration organization would be ideal
• Oracle Certified for Siebel & Associate and/or Professional qualification will be an advantage, such as Certified  on Oracle Cloud Architect,  Foundation & professional on 2020 also Autonomous database.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
 

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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).