Job Location: Bangalore
As a 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Position Overview:
Position is for Oracle Financial Services Lending & Leasing (OFSLL) Professional preferably with implementation and support experience.
Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer.
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex Functional problems. The key skills put to use on a daily basis are – high level of Functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
Education & Experience:
BE, BTech, MCA or equivalent preferred. Other qualifications with adequate experience may be considered.
Minimum 2 years of implementation and support working experience.
##Functional/Technical Knowledge & Skills:
Must have good understanding of the following with OFSLL Techno-Functional skill sets
We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.
We expect candidate to have:
1. Strong OFSLL business processes knowledge and concepts.
2. Implementation/Support experience on OFSLL processes including Billing, Payments, Amortization, Reporting
3. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using OFSLL application and various Webservice APIs built using JSON.
4. Technically good Skills in SQL, PL/SQL, JSON Swagger
Understanding OFSLL technical designs where OFSLL entity and various components flow designs are mentioned.
Perform unit testing
Critical Process Monitoring & Reporting issues
Analyse the issues and engage technical teams
Work with Customer technical team for Interface verification testing and addressing all data quality issue.
Data Migration batch jobs monitoring and issue fixing
Writing queries for reporting.
Fixing the OFSLL bugs identified during UAT or internal testing with proper RCA.
Supporting QA team during testing phase
Participate in technical design.
Working collaboratively with product team, customer technical team
5. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using OFSLL.
6. Strong problem solving skills.
7. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
9. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.
10. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
11. High flexibility so you remain agile in a fast changing business and organizational environment.
12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.
# Personal Attributes:
1. Self-driven and result oriented
2. Strong problem solving/analytical skills
3. Strong customer support and relation skills
4. Effective communication (verbal and written)
5. Focus on relationships (internal and external)
6. Strong willingness to learn new things and share them with others
7. Influencing/negotiating
8. Team player
9. Customer focused
10. Confident and decisive
11. Values Expertise (maintaining professional expertise in own discipline)
12. Enthusiasm
13. Flexibility
14. Organizational skills
15. Values and enjoys coaching/knowledge transfer ability
16. Values and enjoys teaching technical courses
Note:
Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.
The position is based out of Bangalore OR Hyderabad, the candidate should be willing to relocate to either Bangalore OR Hyderabad.
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