Service Delivery Engineer

The Service Delivery Engineer (SDE) is an expert member of the engineering team and is highly skilled in the domain technology, product and underlying stack. SDE is responsible for solving extremely complex, critical customer issues. The SDE acts in the role of a Subject Matter Expert and is sought by customers and Oracle employees to provide expert technical advice. The SDE is highly customer centric, demonstrates proactive approach and drives initiatives to delight customer and contribute to organization's growth. The SDE is result-oriented and performs the assigned duties with a high level of autonomy and commitment and provides period updates to management.

Job Responsibilities

Investigate and resolve highly complex and critical issues requiring expert technical knowledge

Act as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages (design, deployment, migration, implementation, upgrade, patching, go-live, etc)

Lead triage activities along with customer and internal stakeholders (engineering, product support, product management)

Support Billing Ops Team on Billing day in person at the time of billing and Manage Infranet Pipeline day to day billing cycle and rating issues

Lead problem solving and maintaining collaboration among the development, Bill Ops team the Customer

Root Cause Analysis and presentation

Establish resolution action plan (patch application, configuration changes, work-around) and assist customer in test and implementation

Work with the customer and internal stakeholders to establish, track and execute service delivery plans

Escalation Management - Interface with customer and internal stakeholder to manage escalations and lead resolution

Research product technical, functional and domain technology related areas and conduct knowledge transfer sessions for internal stakeholders and customers

Manage SR queues and work with team members to jointly resolve issues

Perform assessments (functional, business process, technical, configuration, performance)

Contribute to after-hours support in a combination of shifts, on-call. (There are no regular night shifts)

Execute or provide stand-by assistance for maintenance window interventions

Qualification

Engineering or Science graduate (B.E., M.E., MCA) or equivalent with strong academic credentials

Candidate should have minimum 3-5 years of hands-on experience on Oracle BRM (Billing Revenue Management) Oracle BI Publisher (BIP)

Skills Requirement

Individual must have knowledge of Oracle's BRM 7.5 with PDC ECE. Should have knowledge of end-to-end revenue management system for communications and media service providers

Experience in Implementation of Online Mediation Solution using Elastic Charging Engine (ECE), PDC and DGW

Implementing Notifications in ECE and writing REST API's to query the real-time balance using opcode

Should be having good conceptual knowledge of Infranet Pipeline, must have strong in-depth knowledge of infranet.

Working experience on BI Publisher (BIP) Invoicing Integration Issues with Oracle BRM 7.5

Hands-on Experience of Billing Care and its integration with OBRM BIP

Strong developer knowledge of XML, Java/J2EE, JavaScript, BI Publisher, Oracle Fusion Middleware and Database Technologies.

Implementation experience on BRM upgrade

Experience in Revenue Assurance Manager, Multi DB Manager Portal Base, Pipeline including installation, configuration, Account Migration Manager, CMT, MTA framework, monitoring and troubleshooting

Responsible for defining the best Implementation guidelines, recommendations around Solution customizations integration etc.

Tech Stack skills including in PL/SQL XML Publisher/BI reports

Should have extensive experience in architecting and developing BRM solution for a Telecom client.

Hands-on experience on optimizing/tuning Rating, Billing invoicing modules

Familiarity with Compilers, PL/SQL, SCM (SVN/CVS), Client tools, BRM/PDC/ECE patch upgrade/install experience and debugging skills

Familiarity with Oracle CGBU Stack (BRM, BIP, OSM, ASAP, UIM, SOA, AIA, PDC, ECE, OCOMC, NCC)

Assist Customer on best practice for customer specific configuration and Environment Sizing

SQL: Extensive SQL experience, complex data extraction and ability to write optimized queries in Oracle

Should have expertise in integrating BRM with other applications - real time, batch and custom integration.

Experience in troubleshooting and resolving performance issues on BRM with Perflib tool Opcode stack trace

SQL: Extensive SQL experience, complex data extraction and ability to write optimized queries in Oracle

Database with complete AWR ASH report analysis performance tuning experience and purging methodology guidelines

Ability to provide expert assist based on BRM best practices on BRM configuration assessment, code and design review

Hands on experience in Unix based Operating Systems (Solaris, Linux, etc)

Excellent communication skills along with customer management experience

Design, development experience and E2E process knowledge on Telecom processes will be added advantage

Providing resolution to critical production issues.

Flexibility and ability to learn new tools and technology rapidly

Generic Requirement

Candidate should be self-motivated, flexible and energetic and willing to work in a dynamic environment

Candidate should be willing to work in a support/consultant role

Candidate should be willing to work after-hours through combination of shifts, on-call

Candidate should be willing to travel for short-term projects, meetings, workshops (25% maximum)

• Candidate should have strong communication and inter-personal skills and should be a team player