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 Database

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 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 skills

Self motivated and resourceful

Apply on Company WebsiteSee all jobs at Oracle