Tech Lead, CSS Global SaaS & Apps Delivery, SaaS Apps - Bangalore - ref. q9384919

Job Description

Customer Success Services-Oracle SAAS/SCM/Cloud Analyst - Lead

Position Overview:

• The Position is for a SCM Lead /Techno-Functional Support Expert in Oracle Fusion Suite of SCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
• The main role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
• The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
• The key skills put to use on a daily basis are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. This work includes:
• Work directly with Customers for
• Advising on complex use of Oracle products
• Resolving highly complex and mission-critical issues
• Manage highly complex and critical customer issues
• Serve as Situation Manager on highly sensitive issues
• Consult with Management in directing resolution of critical customer situations
• Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions
• Formal mentoring for promoting the technical and professional development of others
• Creation/review of Knowledge Articles

• 10+ years of experience in Implementation, support, or upgrade of SaaS SCM suite of products with at least 1 implementation experience on Oracle Fusion SCM Products -Order Management, Inventory Management, PDH, Procurement, Costing, Logistics, Manufacturing, Sourcing, Demand/Supply Chain Planning, Supplier Portal, SQM and knowledge on Oracle Integration Cloud.
• Real-time hands-on functional/product and/or technical experience and/or worked with L1/L2/L3 evel support and/or have equivalent knowledge.
• Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios.
• Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
• Work with users to troubleshoot and resolve issues, answers business questions provides data analysis
• Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts
• Technically Strong with Expert Skills in SQL, PLSQL, OTBI/ BIP/FRS reports, FBDI, ADFDI, BPM workflows, ADF Faces, Bl Extract for FTP, Payment Integration and Personalization.
• Others
• Exhibit effective analytical skills & organizational skills
• Good command over spoken & written English
• Interact directly with customers, follows through on all assignments and takes ownership of customer issues
• Seeks innovative ways to improve the process of delivering solutions to customers
• Strong written and verbal English communication skills multi-lingual a plus
• Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features - and use this learning to deliver value to customers on a daily basis.
• Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
• Must have very good communication skills, Must be a team player, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers.

Expectations:

• Candidate should be open to work in multiple shifts
• The candidate should be ready to travel to customer locations on need basis

Education & Experience:

• B.S (Computer Science) or equivalent preferred.
• Other qualifications with adequate experience may be considered.

Career Level - IC4