KEY OBJECTIVE:

Contribute to the profitability of Advanced Customer Support (ACS) by providing consultancy, technical support, and business solution implementation to Oracle customers to assure the highest level of customer satisfaction.

RESPONSIBILITIES:

•          Deliver support, consultancy and technical implementation services to application products customers (e.g. EBS) including upgrade, support, operational maintenance, etc
•          Develop and deliver proactive services for customers including design reviews, defining architectural alternatives, operational audits, availability studies, risk assessment and product release planning
•          Research and address technical problems and enquiries from customers
•          Provide support, when required, to customer situations where complex problem diagnoses, analysis and resolution require special situation management
•          Assist customers to maximize the stability, availability and performance of their critical business systems
•          Assist Technical Account Managers and pre-sales in designing, formulating technical solutions, and participating presales activities when needed
•          Ensure readiness for new products/features released to the market
•          Forming effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customers, at all levels, to ensure customer satisfaction with Oracle's products and support organization

RELEVANT EXPERIENCE and TRAINING:

•         Good Understanding of Oracle E-Business Suite Architecture, physical data structures and their usage
•         Knowledge in EBS modules (financials, supply chain, manufacturing, etc)    
•         Experience in EBS R12 and 11i technical configurations, patching, and upgrade, and possesses Apps DBA skills
•         Working experience in Oracle Forms, Oracle Reports, XML Publisher reports, Oracle Workflow, Discoverer, WebADI, Weblogic server and Oracle RDBMS
•         Customization skills on PL/SQL forms, reports, interfaces, conversions, migrations, extensions, OAF, with good team development practice and good coding standard
•         Knowledge in EBS and database performance tuning
•         Knowledge in ODI, OBIEE, experience in analytics and data warehousing preferred
•         Self-motivated, able to work independently and under pressure
•         Good Communication skill and fluent in English and Cantonese, Mandarin is preferred