Applications Configuration Senior Expert - Siebel

Applications Configuration Senior Expert - Siebel

Preferred Qualifications

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 area (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 Architecture (Integration with External systems), HA, Clustering

• Experience working with Oracle Database systems (preferably RAC)

• Experience on Troubleshooting, Log Review, Dump Analysis, SARM analysis

• Practical experience integrating to legacy systems using EAI, EIM,JCA, MQSeries, Tibco, web services, Database

• 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.

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 Senior Systems Engineer, you will interface with the customer

• s IT staff on a regular basis. Either at the client

• s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor

• s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle

• s core products, applications, and tools is important.

Job: Support

Location: EG-EG,Egypt-Cairo

Job Type: Regular Employee Hire

Organization: Oracle