Technical Analyst 3-Support

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.

Key Responsibilities:

• Continuously monitor key business and technical processes using monitoring tools and dashboards.
• Analyze system alerts, logs, and performance metrics to identify potential issues and bottlenecks.
• Investigate and troubleshoot process failures, escalating incidents as needed.
• Collaborate with Functional, support, and engineering teams to implement solutions that enhance system reliability.
• Establish and maintain incident response protocols for rapid issue resolution.
• Identify opportunities to improve monitoring capabilities, alerting mechanisms, and automated issue resolution.
• Implement automated monitoring scripts and reports to enhance system visibility.
• Work with development teams to integrate monitoring best practices into new and existing applications.
• Work closely with cross-functional teams including Functional, DevOps, support, and business stakeholders.
• Maintain comprehensive documentation on monitoring setups, troubleshooting guides, and process workflows.
Conduct knowledge-sharing sessions to train team members on best practices.

Skills:

• Good Understanding on Fusion SaaS Technology and Products .
• Functional knowledge in any of Oracle ERP, SCM or HCM will be a Plus
• Familiarity with BIP Report development and Oracle Cloud Observability platform
• Knowledge of Oracle Identity and Access Management systems including industry standard protocols such as OAuth. Knowledge of RBAC and policy-based access control models will be plus.
• Working knowledge with Oracle Cloud Infrastructure (OCI) or any Cloud technology .
• Familiarity with Oracle Integrated Cloud (OIC) integrations and Adapters
• Knowledge of cloud deployment security , security lifecycle and operations practices
• Experience working and integrating with SQL or NoSQL databases .
• demonstrating the knowledge of ML Algorithms and Results interpretation
• Knowledge of cloud architecture and technologies, such as Docker, Kubernetes , service mesh products will be optional but desirable.
• Strong competence in developing presentations required MS Word, PowerPoint and thorough knowledge in advanced Excel.
• Excellent Communication and collaboration skills