• Technical Analyst 3-Support Jobs in Bangalore,India - 25339732

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  • 4 - 7 Years
  • Posted : above 1 month

Job Description:

Technical Analyst 3-Support - 190012CS

Preferred Qualifications

Oracle Marketing Cloud (OMC) Responsys Product Support Engineer Objective As a Support Engineer of Oracle Marketing Cloud (OMC) Responsys product, act as the technical interface to customers and responsible for resolution of problems through research, collaboration or problem replication

Responsibilities Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Responsys
Manage customers escalations/expectations and ensure timely delivery of high quality resolution on technical issue focusing on root cause analysis and prevention
Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments
The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of OMC & Responsys technologies to avoid such problems in the future
Educate and walk the customer through the problem-solving process
Adopt appropriate diagnostic methodology & procedures when handling and documenting technical issues that complies with Support processes, policies & SLAs
Collaborate on cross-team and cross-product technical issues by working with resources from backend teams (like Cloud Operations, System Operations, Deliverability and Development teams) as needed to resolve customer issues
Research and study on Responsys features, keep abreast of new releases and functionalities or related technologies to maintain product expertise
Write technical articles on Responsys for the Knowledge Management
Requirements & Qualifications Candidate should possess the following skills & competencies

Competent in UNIX, SSH, SQL, HTML, Rest APIs/Restful services, JSON, Web scripting/services and internet technologies like DNS, SPF, DKIM, SSL and email deliverability Candidate with knowledge on SMS & mobile apps messaging development on Android or iOS will be advantageous
Great problem solving skills, with a strong bias for quality and engineering excellence at scale Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers satisfaction
Must have strong customer-centricity mindset and the passion to work in service support line of business including providing preventive support and proactive advice
Excellent interpersonal communication and written skills in English is a must
Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate with members locally or globally across different geographical time zone
Requires discretion and independent judgment in a dynamic environment to anticipate and assess ambiguous situations especially when dealing with customers
BE/ME in Computer Science, Engineering, related field or equivalent

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 ie, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 30 GPA OR (for Applications) proven professional/ technical experience, ie, demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Job Support

Travel No

Location IN-IN,India-Bengaluru

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 07th Jun 2020

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