•    Position is for an Tech Lead, CSS Global SaaS & Apps Delivery, SaaS Apps– Cloud of products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. 
•    The main role is to troubleshoot and help to resolve highly complex techno-functional problems.
•    The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
•    The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud and On Premise customers. This work includes:
•    Work directly with Customers for
o    Advising on complex use of Oracle products
o    Manage highly complex and critical customer issues
o    Serve as Situation Manager on highly sensitive issues
o    Consult with Management in directing resolution of critical Customer situations
•    Formal mentoring for promoting the technical and professional development of others
•    Creation/review of Knowledge Articles
Qualifications: 
3 to 8 years of experience:
•    Hands-on knowledge and experience with Oracle OAF and integration with Oracle ERP

Others
o    Exhibit effective analytical skills & organizational skills
o    Good command over spoken & written English
o    Interact directly with customers and follows through on all assignments and takes ownership of customer issues
o    Seeks innovative ways to improve the process of delivering solutions to customers
o    Strong written and verbal English communication skills; multi-lingual a plus
o    Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
 

Career Level - IC5