Company Name

Oracle India Pvt Ltd ( Mumbai )

Job Description

• Responsibilities
  • Be primary point of contact for a portfolio of Enterprise clients, coordinating with the L3 support teams to drive issues to resolution
  • Provide immediate assistance to end users for incidents / problems involving Oracle Banking Product (OBP) products.
  • Perform first level analysis ,triaging and diagnosis of incidents / problems for end-users.
  • Analyze logs through Kibana , system performance metrics through Dynatrace, and error patterns to diagnose root causes.
  • Collaborate daily with the L3 support & development teams to ensure proper information is available to them to resolve issue, provide solutions and fix software bugs.
  • Monitor EOC (End of Cycle /End of Day ) processes.
  • Provide assistance in issue simulation.
  • Apply resolutions/workaround for known issues.
  • Create and maintain documentation around technical troubleshooting and best practices. Keep technical documentation and procedures up to date.
  • Provide technical assistance as needed for troubleshooting and customer service
  • Ensure technical problems are resolved in a timely manner
  • Provide input regarding methods to increase operational efficiencies and technical product improvements
  • Become internal expert on supporting OBP software
  • Use defined standards/tools/processes to achieve deliverables that meet quality expectations of Oracle / Client.
  • Document all work in accordance with agreed standards/processes applicable for Oracle / Client.
  • Adhere to defined Change Control Process of Oracle / Client. Comply with Oracle / Client audit / Compliance requirements.
  • Perform proper handover / knowledge transfer at end of each assignment.
  • Timely status reporting to supervisor.
  • Timely submission of timesheets and expenses for Oracle / Clients.

  Qualifications

  1. A minimum of 2 years working experience as L2 application support engineer for Banking/Financials services application running on Java, WebLogic, and Oracle Database
  2. Able to perform Issue Tracking on Application and follow-up for resolution of same with stakeholders.
  3. Experience in supporting Web-based business applications.
  4. Moderate knowledge in writing complex SQL queries.
  5. Working knowledge in UNIX Operating System
  6. Skilled in creating and maintaining technical documentation.
  7. Possess good understanding of Core Banking
  8. Experience with web services
  9. Prior experience in supporting FLEXCUBE or OBP products is an added advantage.
  10. Working knowledge in using Kibana & Dynatrace.
  11. Soft/Behavioral Skills
  12. Works under pressure and can manage SLA's.
  13. Customer-friendly communication and attitude
  14. Strong analytical skills, attention to detail - a problem solver
  15. Excellent organization skills, ability to systematize and prioritize.
  16. Customer service experience and problem-solving skills.
  17. Patience and understanding.
  18. Investigation and diagnostic skills.
  19. Ability to multi-task and work with team to meet deadlines

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