Order and Service Management (OSM) Senior Technical Support Engineer
Oracle Communications Order and Service Management (OSM) is an order management system that coordinates the order fulfillment functions required to complete an order. OSM manages the actions required to fulfill the order across provisioning, shipping, inventory, billing, and other fulfillment systems.
Our Support Teams are part of Global Customer Support and they are spread globally:
support in US, Romania, India.
A Technical Support Engineer is responsible for maintenance and support of system
components for the Oracle CGBU product range (smart communication and Value
Added Services for telecommunications service providers operating on all generation
The Technical Support Engineer provides technical support and is knowledgeable in
Oracle software utilisation and platforms (hardware/OS/database).
The Engineer is able to work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions.
The Technical Support Engineer has good communication skills, and maintains
contact with Customers and their representatives while diagnosing and fixing faults.
They also maintain communication with other Oracle Support Teams – including HUB
and Sustaining Support (provided by Oracle Engineering grou
The experienced Engineer is also expected to guide less experienced team members in the process and practice used within the Support team.
Under the direction of their local Support Manager (or local Team Lead), Technical Support Engineers are responsible for analysing Incidents, restoring Platforms and assisting Engineering Teams to resolve Incidents for components and solutions in the Oracle CGBU product range.
Duties and Responsibilities
The responsibilities and goals of the job are as follows:
• Customer Support
o Learn existing Oracle Products and Services and/or other Oracle components which may form part of
o Analyse, diagnose, and provide workarounds until the fix can be supplied to the customer.
o Be available for flexible hours by negotiation to fix important issues.
o Adhere to company and department policies and procedures
• Problem Analysis and Follow-Up
o Gather the necessary information for the Sustaining Support teams to resolve a problem.
o Respond to customers questions.
o Follow the status of a Problem ticket and make sure that assigned ones are updated.
o Assist and advise the Support Manager, Account Manager and/or other support stakeholders as required.
• Project Handover Work
o Manage time scales (milestones and deadlines) for the handover of projects and go-life to the Support Team(s) as required.
o Highlight, escalate and assist in the resolution of issues and problems.
o Keep all stakeholders informed of progress and/or issues.
o Self-managing, takes initiative and is pro-active in everything they do.
o Assist all support team staff as required in order to meet deadlines and Oracle Customer support priorities.
o Participate in the upskilling and training of colleagues and new staff.
o Provide support and encouragement to other team members.
o Establish an excellent creative design environment.
o Continually focus on improvement.
• Customer Service
o Establish and maintain trust with the customer at all times.
o Communicate with the customer as required.
o Provide technical assistance to the customer as required..
o Identify opportunities to involve the customer in the software design process.
o Address customer complaints and dissatisfaction as required.
o Identify and manage customer expectations as required.
o Identify tasks requested by the customer that do not fit in the maintenance scope and initiate change requests accordingly.
o Technical Support Engineers share the on-call responsibility for Customer Support.
o Frequency that Support team members are expected to carry and respond to the 24/7 support phone
depends on the business need and size of the team
All other tasks and responsibilities reasonably required
Essential Skills and Experience
• Knowledge and Experience
o 5 years of work experience in the Information Technology industry, preferably Telecommunications and/or 5 years of work experience in a technical analyst-related occupation;
o Knowledge of various computer operating systems, programming and applications, including but not limited to Linux, Solaris, WebLogic Server, Oracle Database (AWR , ASH reports), and Design Studio/ Eclipse.
o An advantage knowledge of SoapUI , Oracle VM Virtual Box
o Knowledge of telecommunications systems, practices and operations
o Experience in diagnosing, troubleshooting and build integrated systems.
o Strong communication skills, both written and verbal
o 2 years of experience in Java and the ability to design and develop simple reproducers;
o Understanding of the software development lifecycle.
o Preferred University degree in the field of engineering, mathematics or computer science.
o High level of English – both written and spoken.
o Able to establish and maintain trust with our Customers.
o Capable of quickly understanding technical issues and learning new technical skills.
o Time management skills.
o Ability to work independently.
o Continual focus on improvement of Oracle Support practices.
o Keeps up-to-date with test tools and techniques.
o Be self-managing, proactive, constructive, and take initiative.
o Very strong team player.
o Ability to develop effective relationships at all levels within the company, customer and partner organisations.
o Ability to relate to a full range of people - both technical and non-technical, internal and external, from a wide-range of countries and cultures.