Job 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. The Fusion Supply Chain / Manufacturing Support Team is expanding to support our rapidly increasing customer base in the Cloud (SaaS), as well as growing numbers of on-premise accounts. The team partners with Oracle Development in supporting early adopters and many other new customers. This is a unique opportunity to be part of the future of Oracle Support and help shape the product and the organization to benefit our customers and our employees. This position is for supporting Fusion Applications, particularly under the Fusion SCM modules - Fusion SCM Planning, Fusion SCM Manufacturing, Fusion SCM Maintenance. Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards Demonstrate strong follow-through and consistently keep commitments to customers and employees Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service Take ownership and responsibility for priority customer cases where and when required Review urgent and critical incidents for quality Queue reviews with analysts to ensure quality and efficiency of support Report high visibility cases, escalation, customer trends to management Act as information resource to the management team Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible Participate in projects that enhance the quality or efficiency of support Participate in system and release testing, as needed Act as a role model and mentor for other analysts Perform detailed technical analysis and troubleshooting using SQL, PL/SQL,Java, ADF, Redwood, VBCS, SOA and Rest API Participate in after hour support as required. Work with Oracle Development/Support Development for product related issues Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done) Knowledge of Business process and functional knowledge required for our support organization for Maintenance Module Asset Management: Oversee the entire lifecycle of physical assets to optimize utilization and visibility into maintenance operations.Track and manage enterprise-owned and customer-owned assets, including Install Base Assets. Preventive maintenance/Maintenance Program: Define and generate daily preventive maintenance forecasts for affected assets within maintenance-enabled organizations. Utilize forecasts to create preventive maintenance work orders, reducing workload for planners and enhancing program auditing, optimization, and exception management. Work Definition: Identify and manage Maintenance Work Areas based on physical, geographical, or logical groupings of work centers. Define and manage resources, work centers, and standard operations. Develop reusable operation templates (standard operations) detailing operation specifics and required resources. Apply standard operations to multiple maintenance work definitions and work orders. Work Order creation, scheduling and Dispatch: Track material usage and labour hours against planned activities. Manage component installation and removal. Conduct inspections and ensure seamless execution of work orders. Work Order Transactions: Apply knowledge of operation pull, assembly pull, and backflush concepts. Execute operation transactions to update dispatch status in count point operations. Manage re- sequenced operations within work order processes. Charge maintenance work orders for utilized resources and ensure accurate transaction recording. Technical skills required for our support organization for Maintenance Module SQL and PL/SQL REST API - creating, different methods and testing via POSTMAN Knowledge of JSON format Knowledge of WSDL, XML and SOAP Webservices Oracle SOA - Composites, Business Events, debugging via SOA Composite trace and logs Java and Oracle ADF Oracle Visual Builder Studio (good to have) Page Composer(Fusion Apps) : Customize existing UI (good to have) Application Composer(Fusion Apps) - sandbox, creating custom object and fields, dynamic page layout and Object Functions (good to have) Career Level - IC3 Responsibilities RESPONSIBILITIES As a Sr. Support Engineer, you will be the technical interface to customer) for resolution of problems related to the 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. Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards Demonstrate strong follow-through and consistently keep commitments to customers and employees Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service Take ownership and responsibility for priority customer cases where and when required Review urgent and critical incidents for quality Queue reviews with analysts to ensure quality and efficiency of support Report high visibility cases, escalation, customer trends to management Act as information resource to the management team Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible Participate in projects that enhance the quality or efficiency of support Participate in system and release testing, as needed Act as a role model and mentor for other analysts Perform detailed technical analysis and troubleshooting using SQL, Java, ADF, Redwood, VBCS, SOA and Rest API Participate in after hour support as required. Work with Oracle Development/Support Development for product related issues Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done) Knowledge of Business process and functional knowledge required for our support organization for Maintenance Module Asset Management: Oversee the entire lifecycle of physical assets to optimize utilization and visibility into maintenance operations.Track and manage enterprise-owned and customer-owned assets, including Install Base Assets. Preventive maintenance/Maintenance Program: Define and generate daily preventive maintenance forecasts for affected assets within maintenance-enabled organizations. Utilize forecasts to create preventive maintenance work orders, reducing workload for planners and enhancing program auditing, optimization, and exception management. Work Definition: Identify and manage Maintenance Work Areas based on physical, geographical, or logical groupings of work centers. Define and manage resources, work centers, and standard operations. Develop reusable operation templates (standard operations) detailing operation specifics and required resources. Apply standard operations to multiple maintenance work definitions and work orders. Work Order creation, scheduling and Dispatch: Track material usage and labour hours against planned activities. Manage component installation and removal. Conduct inspections and ensure seamless execution of work orders. Work Order Transactions: Apply knowledge of operation pull, assembly pull, and backflush concepts. Execute operation transactions to update dispatch status in count point operations. Manage re- sequenced operations within work order processes. Charge maintenance work orders for utilized resources and ensure accurate transaction recording. Technical skills required for our support organization for Maintenance Module SQL and PL/SQL REST API - creating, different methods and testing via POSTMAN Knowledge of JSON format Knowledge of WSDL, XML and SOAP Webservices Oracle SOA - Composites, Business Events, debugging via SOA Composite trace and logs Java and Oracle ADF Oracle Visual Builder Studio (good to have) Page Composer(Fusion Apps) : Customize existing UI (good to have) Application Composer(Fusion Apps) - sandbox, creating custom object and fields, dynamic page layout and Object Functions (good to have) Qualifications Career Level - IC3 About Us As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Show more Show less
