Oracle EPM & Analytics - Senior Advanced Services Engineer

Job Description

Location: London or Reading

Oracle Customer Success Services (ACS) is looking for an Senior Advanced Services Engineer (ASE) to deliver proactive and reactive technical support to customers as an EPM and Analytics infrastructure specialist. TheCACS ASE organization consists of a diverse, highly skilled, and specialized team of professionals who bring deep technical expertise to the entire Oracle Product and technology set.

As an integral part of a global Organization, the ASE will be working within an international environment and contribute to global technology-driven initiatives or innovation programs for continuous service improvements. Regular training is available and required to maintain an up-to-date knowledge of the latest developments of Oracle products and services.

As a Senior ASE will be part of the ACS Global Delivery EMEA Cloud MW and Apps organization in the UK. EPM and Analytics technical specialists are part of the Application Expert Services (AES) group within the ACS EMEA team and concentrate primarily on providing support for Oracle Application implementations. This role may include among other tasks the completion of Application Designs, Core Configurations, Scripting, Performance Tuning, and Upgrades.

CCS works with customers, and integrators, to ensure the proper design and implementation of Oracle Applications. CCS focus on helping customers via various reviews and via Expert Assist programs. As experts in these areas, we provide a variety of billable services to Oracle Applications customers, as well as knowledge transfer across other lines of Business.

For this position, we are looking for an experienced, talented, and self-motivated Engineer to work on-site or remotely from customer premises mostly in the UK

UK Government Security Clearance or eligibility to be security clearance required

RESPONSIBILITIES:

As a member of the CCS organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As 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 ASE, you will interface with the customer’s IT staff regularly. Either at the client’s site or from a remote location, you will be responsible for the 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, may have a project lead role, and require independent judgment. 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:

• Works with the client to understand requirements, and business processes.
• Translate customer requirements into deliverable products and services.
• Support Oracle EPM Hyperion and Analytics products and services in line with the contractual agreement
• Troubleshoots and resolves simple to highly complex technical, performance issues related to EPM Hyperion and Analytics products.
• Works with various functions within Oracle to ensure RCA is complete and SLAs are met.
• Conduct knowledge transfer sessions both within the Oracle team and with end-users.
• Proactively maintains knowledge of Oracle's current and future products/solutions offerings for the specified EPM & Analytics Cloud area.
• Works with support to resolve Customer's SRs.

TECHNICAL QUALIFICATIONS:

• Technical background in IT and/or Computer Science with preferably a postgraduate degree.
• At least 5-8 years of experience working with the full EPM System and Analytics technology design, deployments, patching, upgrades, and performance tuning.
• Advanced High Availability & Disaster deployment experience for the Oracle EPM, Analytics, and supporting products (i.e. Oracle Databases).
• An understanding of the three tiers of an Application Architecture (Web, Application, and Database tier).
• Technical familiarity with the ODI, EPM Automate, and other ETL tools.
• Technical familiarity of 3rd party and Oracle Databases, Microsoft Windows Operating Systems.

· Knowledge of the latest Red-Hat or Oracle Linux versions is a requirement.

• Knowledge of WebLogic is a requirement.

PERSONAL COMPETENCIES:

• Strong interpersonal, presentation, documentation, and analytical skills are required.
• The successful candidate must also excel at presenting technical findings directly to Oracle customers, at all levels of the organization.
• Self-motivated and resourceful, self-education attitude.
• Distinct receptiveness to technical innovations.
• Strong communication skills in English verbal and writing.
• Work as a team player and demonstrate your initiative.
• Ability to work unperturbed under pressure in escalated situations.
• Effective communication with appropriate hierarchy levels.
• Demonstrate ownership of complex (escalated) issues or problems.
• Ability to travel.

PROFESSIONAL QUALIFICATIONS:

• University Degree (with preferably a postgraduate degree) or comparable education/professional experience
• Previous work experience in a Support, Consulting, IT Operations, or Administration organization.
• Oracle Cloud Certified for Associate and/or Professional qualification will be an advantage, such as Oracle Cloud Architect Foundation/Professional, or Autonomous Database.

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