Responsibilities\:

1.     Proactively working with customers to ensure their successful deployment of Oracle eBusiness Suite

2.     Providing Assistance to service delivery team in critical situation as requested.

3.     Tasks ranging from daily Apps Support, Apps Upgrade, performance review, patch analysis, and SR reviews.

4.     Provide 24x7 pager standby services to named customers

5.     Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.

6.     Respond and resolve service requests within Key Performance Indicator targets

7.     Developing high quality, standard deliverables and methods to promote efficient service delivery

8.     Researching and responding to technical enquiries from customers

9.     Maintaining an up-to-date and in-depth knowledge of new products released in the market.

10.  Maintaining product expertise within own area of specialization

11.  Contributing to the continuous development of the team

 

Qualifications

1.     B.A./B.S. in a technical field or equivalent experience required

2.     Minimum 6 years of IT experiences, at least 3 years of solid experience in providing functional support on Oracle eBusiness Suit

3.     Mainly focus on Oracle Financial and Distribution modules

4.     Solid experience in supporting EBiz R12 and have R12 upgrade experience

5.     Understand Oracle eBusiness Suite Architecture including good understanding of technology stack is definitely an advantage

!|!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.!|!