Oracle Advanced Customer Services (ACS) is a global business within Oracle Support, delivering front-of-the-line personalized support services that are complementary to Oracle Premier Support and designed for customers having advanced support needs. A portfolio of managed Services allows for proactive engagement of Oracle Specialists during the SW implementation and operation phases and offers ongoing support for continual operational improvement and accelerated problem resolution in case of an incident. Oracle ACS experts work closely with the client and their partner’s IT staff on a periodic and sustained basis throughout the entire Oracle software lifecycle, forming a long term strategic service relationship with the customer.
Application Expert Services (AES) is a competency practice within ACS that is specialized at optimizing technology solutions for Oracle Applications. AES offers a wide range of proactive and reactive services in the form of technical workshops, technical reviews and Expert Assistance covering the whole lifecycle of an Enterprise Application project, before, during and after go-life. Being closely linked internally with Oracle Global Product Support and Oracle development, AES experts are best positioned for applied research and in depth technical problem analysis, development of Workarounds and/or active promotion of applicable Bug fixes.
AES Specialists are experienced technical experts with deep practical knowledge of Oracle Applications. They act as gatekeepers for applied best practices for successful implementation and operational excellence. AES Specialists often work directly or remotely with customers and integrators, typically with an Advanced Services Manager (ASM) to develop pragmatic and innovative Technology solutions to address specific customization, integration, performance concerns or other complex technical implementation challenges. They work on customer sites or remote according to requirements.
Configuration Specialists cover a broad spectrum of Oracle Applications functionality on Siebel, PeopleSoft, EBusiness Suite, Hyperion, Oracle BIEE, CRM-OD. Their focus is to optimize and ensure best practice compliance for customizations of Oracle Applications. This includes the intended use of standard functionality, data mapping and modeling, Access- and Visibility rules, User Interface and client performance and customizations scripting etc.
-Conduct proactive Technical Reviews, Workshops or Expert Assistance remotely as defined by the AES Service Portfolio
-Work with customers, Implementation Partners and the ASM to ensure proper design and implementation of Oracle products for application stability, maintainability and performance.
-Proactively advise customers of available patches or fixes and identify & avoid possible incidents from known problems
-As member of a dedicated Account Team provide technical assistance in close cooperation with Global Support for faster problem analysis and critical issue resolution; act as technical lead and problem owner for critical or complex issues
-Develop and verify workarounds, engage with Engineering in Bug Fix process
-Research and respond to technical enquiries
-Set and manage realistic technical feasibility expectations with Clients / Partners
-Act as a trusted technology advisor and champion for Customer satisfaction – address any issues which may arise in this context
-Maintain and expand in depth Expert level knowledge and pass relevant trainings applicable to individual competency area
-Build and maintain networks and closely cooperate with other technical staff within ACS, ASM, Global Customer Support, Oracle Consulting, Product Marketing and Development
-Contribute to the ongoing evolution of AES services or development of new services.
-Technical background in IT and/or Computer Science with postgraduate degree
-A minimum of 2 years experience in Siebel and relevant computer applications (RDBMS, development tools, enterprise applications, Web technology) is required.
-Hands-on Oracle Enterprise applications experience an advantage – . in a technical support or consultative role or other technical lead capacity
-Excellent problem solving and analytical skills
-Self motivated and resourceful
-Willingness to 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
-Other language skills (. German/French) are an advantage
-Experience in one or more of the following technology areas is an advantage:
-Hands-on experience in Java, J2EE, JSP/Servlet, and object-oriented programming.
-Experience customizing enterprise applications using J2EE technologies, including JSP/Servlets, EJB, JNDI, MDB, JMS,JDBC, XML, SOAP, and web services.
-Knowledge building and deploying applications one of the following: BEA Weblogic, IBM Websphere
-Relational database knowledge of one of the following: Oracle, SQL Server, SYBASE or DB2.
-Practical experience integrating to legacy systems using EAI, JCA, JMS, MQSeries, Tibco, web services, CSV, database, FTP or screen scraping
If you are interested, please submit your CV in English.