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Technical Analyst 3-Support

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

Manage all severity and escalated complex customer issues within guidelines including cross functional issues; Accountable for representing customer expectations and communicating to proper internal resources Directly interact and work with mission critical global customers and achieve high level of Customer Satisfaction Proactive in identifying customer needs and facilitate engagement of internal resources to ensure customer success Create Whitepapers, Brown Bags and Technical Courses Deliver product trainings to internal employees as well as external customers Act as a technical lead when in communication with external customer(s), service delivery managers, 3rd party vendors and managers Engage with Development, Product Management, Service Delivery & Critical Accounts and other internal teams to help customers meet their deadlines Act as support lead in Beta programs and product/platform testing Candidate with following skills will be preferred Technical Skills Siebel CRM o Configuration, Scripting & Open UI o Installation, Upgrade, System Administration, Siebel Remote, Handheld/Wireless, Enterprise Integration Manager (EIM), Siebel BI Publisher o Data Quality Data Quality Concepts - Data Cleansing, Data Matching, Key generation, Address validation. Insatlation and configuartion of DQ product like IIR, OEDQ Seiebl integartion with DQ product - knowledge of EAI, IO-IC mapping Administering Data Quality - Realtime, batch process, SOAP UI Universal connector o Mobile Connected & Mobile Disconnected Should have experience in configuring and troubleshooting siebel application On Mobile platform Troubleshooting remote and handheld issues Troubleshooting OPENUI issues Should have good understanding of HTML5 o Siebel + BI Publisher Reports Integration o Siebel EAI Enterprise Application Integration (Includes Web Services, Java Message Services, MQ, Integration Objects, Data Mapper) o UCM - UCM Survivorship, UCM BDM Workflow, UCM Pub/Sub, Suspect Case. o Data Quality - Batch import and merge/unmerge functionality too. o E Billing (e Docs) Strong analytical, troubleshooting, and problem-solving abilities Experience working in analyzing Window/Unix Core Crash issue Strong database (ie MSSql Server, Oracle, DB2) background with good judgement in performance tuning and complex query analysis. Scripting VB script, Java, J2EE, Java Script Experience with Unix/Linux operating systems at the admin/install/troubleshooting level; experience with application crash diagnosis and troubleshooting (Unix/Windows) or Data Base configuration/tune up for MS SQL Server, Oracle, DB2. Experience with Windows operating systems at the admin/install/troubleshooting level Strong DB2 OS390 (mainframe) background with good judgement in performance tuning and complex query analysis Experience of 3rd party softwares, Oracle Application Services, CISCO Load balancer, Big F5, Informatica, IIS web servers, iPlanet web server, HTTP web server, web logic, Web Services etc. Security ADSI/LDAP, single sign-on (SSO), RSA, Database authentication etc Knowledge of Clustering in Unix or Windows Professional Skills In addition to Technical skills, the candidate shall possess the following professional competencies Communication Excellent communication (written and oral) skills. Ability to express ideas or concepts (written and oral) in an effective way. Influencing & Negotiating Ability to discuss and arrive at a mutually acceptable agreement. Ability to convince others to take appropriate action. Customer Focus Orientation toward satisfying the needs of Customers. Demonstrates in-depth understanding of customers' business processes, their technical and business requirements. Quality Generate new ideas for continuous improvement. Working Globally Ability to work with peers in other global locations. Interact regularly with counterparts from diverse cultural backgrounds. Problem Solving Ability to analyze causes, identify alternatives, choosing and implementing the best one. Detailed Description and Job Requirements 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. As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-9


Application Programming | Software Engineer | System Analyst/Tech Architect
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