Job Description
Essential Duties & Responsibilities
Sr. support engineer EBS
· Evaluate complex customer issues using methodical troubleshooting based
on expert knowledge of Oracle applications functionality and develop an action
plan to resolve issues, either directly or through promotion to our Product
Support Team (L4).
· Provide hands-on assistance to end users via remote client connectivity
or collaborative web meeting
· Work closely with end users on a daily basis to understand their needs,
support business change and deliver a consistently high-quality customer
experience
· Replicate reported issues as needed for troubleshooting
· Provide new or modified application configuration to resolve incidents
· Advise end users and junior coworkers on application functionality and
capabilities
· Recommend changes to training based on incident volumes and trends
· Create scripts to identify, analyze and correct data issues
· Design and document new or modified existing reports (BI Publisher,
Discoverer, etc.), workflow, interfaces, etc.
· Thoroughly document change requests, test results, and approvals
· Develop test scripts for new/changed application capabilities
· Be a pro-active contributor to a support organization which is running
24x7x365, this will require the ability to work flexible hours, including
evenings, weekends and holidays and monitoring email regularly outside standard
business hours
· Collaborate with team members in a virtual team environment to extend
field experience to different client situations
· Contribute to the development and management of knowledge-sharing
methodologies, diagnostic tools, and creative processes, to improve the client
experience
Education
· Bachelor or Master Degree in Computer Science, or related field or
equivalent experience
Location: Hyderabad/Bangalore
Experience
· 6+ years relevant Oracle EBS development experience
· 3+ years direct support of application end-users in a Corporate
environment
· Technical and Functional expertise with solid understanding of
underlying data flow, tables and functionality in Oracle eBusiness Suite (EBS)
· Oracle systems development expertise utilising Oracle tool set and
languages OAF, Oracle Forms, Oracle Reports, Oracle Discoverer, Oracle
Designer, Oracle Workflow Builder, Oracle APEX, Unix, Java, SQL, PL/SQL, XML,
C, HTML
· Expertise with Oracle EBS 11i & R12, including full life-cycle
implementation experience, configuration and administration of the application
· Knowledge of Oracle maintenance/patching mechanics and EBS architecture
· Demonstrable history solving complex problems across multiple modules
Skills
· Superb trouble-shooting skills and tenacity in problem solving
· Passionate focus on customer support and the ability to build long term,
successful working relationships with Clients
· Strong knowledge of key application functionality
· Excellent communication skills ? verbal & written are required
· Excellent English communication skills ? verbal & written are
required
· Attention to detail and the ability to learn quickly
· Extreme focus on Client satisfaction
· Ability to work calmly and professionally in high pressure situations
· The ability to work remotely from a home-based office in a virtual
environment
Desired Qualifications
· The best candidates will have extensive knowledge of multiple EBS
Manufacturing modules across releases (11i & R12) including proficiency
with EBS product module/suite business processes, navigation mechanics,
configuration requirements, integration with other modules and knowledge of
underlying technology.
· 2.X would be an added bonus
· Experience with Financials and/or Supply Chain Management modules would
be an advantage
· Experience with localizations and global implementations would be an
advantage
Additional Duties &
Responsibilities
· Participate in a 24x7x365 On Call rotation with other team members.
· This position is required to support clients in specific business hours
· Other job-related duties and responsibilities may be assigned from time
to time
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