Technical Support Analyst

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

26-Aug-2021

Job ID

30993

Travel Amount

None

Description and Requirements

Position Description:

As support analyst you 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.
Be able to work independently with minimum supervision.
Identify, resolve, and/or escalate issues to leadership as and when required.

Experience/ Qualifications:

- 3-5 years of experience in technical support
- Good knowledge of Oracle Forms, Reports and SQL/PLSQL
- Good understanding of Support methodology including ITIL
- Should be able to work in rotational shifts (General and EMEA-12.30 PM & 5 PM)
- Good written/verbal communication skills to be able to front-end customers
- Strong analytical & debugging skills.

Good to have:
- Good understanding of RICE components
- Good knowledge on Oracle Q2C track including customizations
- Knowledge in Oracle EBS base apps (Account Receivables) will be added advantage for the position

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