Oracle EBS Support Specialist
hace 3 días
Key Responsibilities
As an Oracle EBS Support Analyst Level 2, you will handle incidents from identification to closure, including advanced technical and functional analysis. You will manage high visibility incidents and ensure focal points are in place in case of a crisis. You will identify impact and validate priority, provide technical and functional analysis, and provide solutions to users. You will also identify and communicate potential workarounds, inform users on the status of incident processing, and provide links with level 3 teams.
Service Requests and Problem Management
You will process and resolve complex service requests, ensuring timely and accurate communication with users. You will lead or participate in root cause analysis, coordinate with responsible contributors for patch implementation, and leverage monitoring tools and data to proactively address issues and optimize service delivery.
Knowledge Management and Communication
You will share acquired knowledge, provide guidance and training to team members, and ensure accurate communication (direct communication, user callbacks, portals). You will also contribute to the analysis of root causes linked to incidents and participate in the analysis of root causes of incidents.
Operability and Tutoring
You will contribute to ensuring that the build to run phase is done correctly, including respect of the process itself, and work with the build team to explain expectations of the support team. You will also tutor Support Engineers and contribute to the analysis of root causes linked to incidents.
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