Oracle Apps Senior Technical Support Analyst

Basic Information







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Description and Requirements

As support analyst will be part of Oracle Apps technical support team, supporting Oracle Custom Apps implementation across 42 countries being supported from India. The team is combination of Oracle Apps Functional and Technical consultants supporting customer issues directly. Direct interaction with customers across the globe for issue resolutions.

Primary Roles and Responsibilities:

Good understanding of Oracle Quote to cash modules. 
Provide technical Support to customer issues on Oracle Custom modules 
Analyze and debug technical issues based on Oracle Forms, Reports and PL/SQL
Ability to understand the business processes and technical architecture for overall suite. 
Ability to complete work within the given timelines.
Familiar with ITIL framework and agile practices.
Willingness to work in shifts and extended hours as and when required.
Troubleshoots and resolves escalated tickets and communicates the solution to customers issues via the ticketing system
Must be able to communicate effectively, both verbally and in writing.
Leading and mentoring the Technical Support Team, performing scheduled staff reviews.
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Working effectively with other teams.
Oversee the day-to-day operations of the Technical Support Team
Record and track team SLAs.

Experience/ Qualifications:

7-10 years of experience in technical support
Good knowledge of Oracle Forms, Reports and SQL/PLSQL
Good understanding of Oracle RICE components
Good knowledge on Oracle customizations.
Knowledge in Oracle EBS base apps (Account Receivables) will be added advantage for the position
Good understanding of Support methodology including ITIL
Should be able to work in rotational shifts (General and EMEA)
Good written/verbal communication skills to be able to front-end customers
Strong analytical & debugging skills
Should be willing to work in Rotational (16x5) shifts and On-call support
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