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 EBS Applications
•Conduct proactive technical reviews, workshops or onsite/remote Expert Assistance and as defined by the Applications Expertise Services Portfolio
•Work with customers, implementation partners and Technical Account Managers (TAM) to ensure proper design and implementation of Oracle products
•Technical assistance with Software Installations, Performance Assessments and Tuning.
•Develop and verify workarounds, engage with Engineering in bug fix process
•Act as a trusted technology advisor and champion for customer satisfaction – address any issues which may arise in this context
•System configuration health checks
•Upgrade and implementation planning and advice Patch management
•Proactively alerting customers to product developments and issues
•Delivering reactive onsite technical support in a timely manner
•Problem analysis and investigation, verifying workarounds or patches
•Researching and responding to technical enquiries
•Forming 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 degree
•A minimum of seven (7) years experience in EBS area (Oracle Enterprise applications EBS/Tools/Administration/Configuration/Installation).
•Strong tehnical & functional knowledge of all the SCM tracks (Inventory, Purchasing, Order Management, iProcurment, Sourcing)
•Strong functional knowledge of all the HCM tracks (HR, Payroll, OTL, iRec, iLearning)
•Knowledge of SQL and PL-SQL is an asset
Good exposure to various phases of project implementation cycle and Operational Support of EBS enviroments
•EBS Architecture (Integration with External systems), HA, Clustering
•Experience working with Oracle Database systems (preferably RAC)
•Experience on Troubleshooting, Log Review, Dump AnalysiS.
•Hands-on Oracle Enterprise applications experience an advantage – e.g. in a technical support or consultative role or other technical lead capacity
•Excellent problem solving and analytical skills
•Self motivated and resourceful
•Willingness for continuous learning
•Likes working in an internationally oriented team
•Strong interpersonal, communication and presentation skills
•Ability to work as a team player as well as on own initiative
•Ability to work unperturbed even under pressure or in escalated situations
•Fluency in English, written and verbal is a must.

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 Principal Systems Engineer, you are a guru, with strong expertise across the stack and tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Bachelor*s and Master*s degree in Computer Science or Engineering (Advanced degree such as MBA and/or Ph.D. a plus) 10 years related experience prior to taking this position. In addition, extensive experience with Oracle*s core products, applications, and tools. Only proven top performing candidates of high integrity in previous job positions/grades are considered.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).