The HGBU Application Functional Services (AFS) resource will implement and support projects affecting customers by coordinating resources and project timelines – specifically as it relates to customer SSD migrations. The role will support project teams by providing key organizational support for OCI/SSD migrations. The ideal candidate will have experience with SSD features and functionality and successfully migrated users onto this platform previously.
- Coordinates all aspects of OCI/SSD user migrations for customers and resource allocation
- Implement SSD user migrations for a variety of data migration projects
- Works closely with Transition Project Management and PM’s to ensure AFS resources are scheduled and available to smoothly cover OCI/SSD migration
- Monitors progress and set priorities for MOS SSD SRs logged by customers and ensure that actions are taken accordingly to provide solutions
- Monitors progress and resource allocation to ensure that environments are prepared and handed over to the customer in due time to conduct testing
- Assists customers with training and user acceptance testing for SSD as-needed
- Assist the AFS resources with technical knowledge and takes on escalations to development by logging tickets in BUG DB or OCI
- Demonstrates SSD expertise to deliver functional and technical solutions
- Effectively consults with management of customer organizations
- Act as primary contact for any SSD-related questions directed to AFS
- Act as primary contact for customer SSD escalations escalated to AFS
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 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 have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.
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