The Advanced Customer Services (ACS) practice is looking for Service Delivery Engineers working within ACS to deliver proactive and reactive technical support to customers. The Advanced Customer Services (ACS) practice is a unit within the Oracle EMEA Customer Service Organization that establishes long term relationships with many of Oracle's largest EMEA customers through annuity-based support contracts. Advanced Support Engineers working within ACS deliver proactive and reactive technical support to these customers, assisting them to maximize the stability, availability and performance of their critical business systems. Advanced Support Engineers work mainly on customer sites with occasional opportunities to work remotely. Training is provided to ensure Advanced Support Engineers maintain an up to date knowledge of Oracle products and services.RESPONSIBILITIES:Proactively working with ACS customers to ensure their successful deployment of the Siebel Applications DatabaseConduct proactive technical reviews, workshops or onsite/remote Expert Assistance and as defined by the Applications Expertise Services PortfolioWork with customers, implementation partners and Technical Account Managers (TAM) to ensure proper design and implementation of Oracle productsTechnical assistance with Software Installations, Performance Assessments and Tuning.Develop and verify workarounds, engage with Engineering in bug fix processAct as a trusted technology advisor and champion for customer satisfaction – address any issues which may arise in this contextSystem configuration health checksUpgrade and implementation planning and advice Patch managementProactively alerting customers to product developments and issuesDelivering reactive onsite technical support in a timely mannerProblem analysis and investigation, verifying workarounds or patchesResearching and responding to technical enquiriesForming effective professional relationships with TAMs, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.QUALIFICATIONS:Technical background in IT and/or Computer Science with preferably a postgraduate degreeA minimum of seven (7) years experience in Siebel Configuration (Oracle Enterprise applications /Siebel Tools/Administration/Configuration/Installation).Experience on one or multiple modules (EAI, EIM, Siebel Marketing &Loyalty, Siebel Analytics, Campaign Management, Order Management, Contact Center)⦁ Siebel Product Configurator ⦁Siebel Order Management⦁Cloud CX⦁Cloud Certifications will be considered as a plus⦁Siebel Installation and System Administration⦁Siebel Tools⦁Siebel Business Automation ⦁Siebel Open UI/UX⦁Siebel System Administration ⦁Siebel Scripting Excellent problem solving and analytical skillsSelf motivated and resourcefulWillingness for continuous learningLikes working in an internationally oriented teamStrong interpersonal, communication and presentation skillsAbility to work as a team player as well as on own initiativeAbility to work unperturbed even under pressure or in escalated situationsFluency in English, written and verbal is a must.
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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).
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