Oracle Customer Success Services
As a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions.This position plays a key role in Oracle's relationship with its Enterprise and Named customers. The role has dual responsibility in maintaining and improving customer satisfaction while also being responsible for growth of consumption within the account therefore increasing the revenue Oracle realizes from the customer.The Support Account Manager IC5 will be a highly motivated person with business and IT lifecycle skills in addition to well-developed interpersonal skills. In order to achieve their objectives, establishing and nurturing a trusted advisor relationship will be key. This relationship will be leveraged in order to introduce and influence implementation of best practices within the account, particularly those that can be leveraged to achieve specific strategic goals within the serviced account.The Support Account Manager IC5 is expected to create the initial positioning of Oracle Service and product solutions within the account, to promote Oracle initiatives that are of industry or strategic significance to the account and to lead the Account Team in understanding the account's specific short- and mid-term goals.As the lead contact for the Services organization within the account, the Support Account Manager IC5 will be the key intermediary for provision of services to the customer where necessary. While standard Support protocol should be leveraged, in escalation situations where customer or Oracle executive management is engaged, the Support Account Manager IC5 will be responsible for the successful resolution of management escalations.
Key Responsibilities
- Engage business partners to gather requirements and translate functional needs into technical/functional specifications for Oracle Fusion SCM solutions.
- Provide excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
- Provide Customer Service on a functional level and ultimately drive to complete and total resolution of each service incident.
- Interact directly with customers, follows through on all assignments and takes ownership of customer issues.
- Consult with Management in directing resolution of critical customer situations.
- Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions.
- Creation/review of Knowledge Articles.
- Stay up to date on Oracle SCM advancements, recommending best practices and continuous improvements.
- Contribute to a collaborative, knowledge-sharing team culture.
Qualifications & Skills
Mandatory:
- Bachelor's degree (BE, BTech, MCA) or MBA.
- Minimum 5 years of experience in Implementation, support, or upgrade Projects with at least 1 implementation experience on SaaS SCM OM, Logistics and Shipping, MFG etc..
- Primary Expertise in Oracle Fusion Cloud Order Management - Order Orchestration, Pricing, Global Order Promising, Procurement (for drop-ship, buy-sell), Manufacturing (if make-to-order), Logistics and Shipping.
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
- Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge.
- Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios.
- Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
- Work with users to troubleshoot and resolve issues, answers business questions provides data analysis.
- Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts.
- Conduct training and knowledge sharing sessions.
Good-to-Have:
- Excellent communication and interaction skills, including stakeholder and team facilitation.
- Knowledge of Fusion Cloud architecture, setup manager, and activities.
- Knowledge of FBDI and OTBI reports development.
- Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications.
- Knowledge of Security setup would be an added advantage.
- Basic Experience in one of the following areas is seen as an advantage:
- 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.
- Demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
Self-Assessment Questions
- Can I confidently translate complex business and financial requirements into technical Oracle SCM specifications and solutions
- Do I have hands-on experience implementing and supporting at least two Oracle SCM Cloud products (e.g., Order Orchestration, Pricing, Global Order Promising, Procurement (for drop-ship, buy-sell), Manufacturing (if make-to-order), Logistics and Shipping.)
- Am I skilled in supporting custom integrations and automations using SaaS Data Integrations
- Have I successfully supported diverse financial processes such as planning, consolidation, and reporting in previous SCM projects
- Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment
Responsibilities
As a Sr. Principal Support Engineer, you will be utilized as the proactive technical support, business solution implementation and risk manager to assure the highest level of customer satisfaction. You will create/contribute to automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. This position is regarded by Oracle, our partners, and our customers as the technical support expert in Oracle product usage in complex, open systems implementation environments.
- Incident Management
- Troubleshoot and resolve application issues:
- Address user tickets, triage issues, and provide solutions for both functional and technical problems.
- Prioritize and escalate:
- Identify business-critical issues that require urgent attention or Oracle escalation.
- End-User Support & Enablement
- Respond to user queries:
- Answer how to questions, guide on navigation, and help interpret application results and configurations.
- Conduct training and knowledge sharing:
- Provide onboarding, refresher, and update training to business users.
- Configuration & Administration
- Assist with configuration:
- Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.
- Support minor changes and regression tests during quarterly updates.
- Service Request (SR) Management
- Log and manage Service Requests (SRs) with Oracle:
- Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.
- Monitor patch and bug progress and keep business updated.
- Release & Patch Readiness
- Analyze and communicate impact of quarterly updates:
- Review What's New documents, pretest updates in sandboxes, and advise the business of changes or risks.
- Regressions/UAT testing:
- Coordinate or perform user acceptance and regression testing after updates.
- Integration & Data Flow Support
- Monitor and support integrations:
- Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.
- Coordinate with IT or integration partners as needed.
- Documentation & Knowledge Base
- Maintain up-to-date support documentation:
- Update FAQs, quick guides, and process manuals for evolving system and business processes.
- Customer Experience
- Advocate for user satisfaction:
- Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.
- Compliance & Best Practice
- Ensure data privacy and compliance:
- Follow all Oracle and customer organization data handling and privacy requirements.
- Promote SaaS best practices (e.g., configure > extend > customize) and minimize system customizations.
Qualifications
Career Level - IC5
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 sectorand 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 [HIDDEN TEXT] 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.
