Oracle India careers- Technical Analyst 3-Support Job

Job Title -Technical Analyst 3-Support
        
Location -Multiple Locations
        
Organization Name -JD Edwards EnterpriseOne Product Support

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Department Description      

JD Edwards EnterpriseOne Product Support – The role is to troubleshoot and resolve complex JDE Financial  issues. The candidate is expected to deliver a Superior Customer Experience working along with Customer, Peers and Developer. 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

development and delivery of formal team training sessions

formal mentoring for promoting technical and professional development of others

creation/review of Knowledge Articles

Operations Management

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

Beta programs

Customer service improvement

Note: This role may need you to work on weekends and multiple shifts on rotation basis

Brief Description        

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.

Detailed Description        

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 Requirements      

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)

Additional Details      

Candidate Background and Experience

Academics:     BTech or MTech     MCA or MSc(Maths/Physics/Chemistry/Computers)     PGDBM/MBA is a plus    More than four years of implementation, support, consulting or development experience in ERP (JD Edwards EnterpriseOne preferred) 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 expectations Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired Excellent communication skills. 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 cause is and what is symptom. Good organizational skills. Be able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Self starter, works well unsupervised or with limited supervision

Desired Technical Skills:

ERP Functional Knowledge

Functional experience on JD Edwards Enterprise One Financial Management Modules: General Ledger (GL,) Accounts Receivables (AR), Accounts Payable (AP), Expense Management and Fixed Assets. Knowledge of Job Costing is an added advantage.

Working knowledge of various Operating systems (UNIX, Windows, AS/400) and databases (Oracle, SQL Server etc)

Understanding of SQL statements and how they are executed in the RDBMS. Ability to read and decipher software logs and trace files, 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

Experience in coding in UNIX

Application development and prior programming experience

Personal Attributes:   Self driven and result oriented   Strong problem solving/analytical skills   Strong customer support and relation skills   Effective communication (verbal and written)   Focus on relationships (internal and external)   Strong willingness to learn new things and share them with others   Influencing/negotiating   Team player   Customer focused   Confident and decisive   Values Expertise (maintaining professional expertise in own discipline)   Enthusiasm   Flexibility   Organizational skills   Writing technical Bulletins   Teaching technical courses   Values and enjoys coaching/knowledge transfer ability

Oracle India careers- Technical Analyst 3-Support Job