This is a remote position.
Job Title
L1/L2 Application Support Engineer – Oracle Fusion
Role Overview
We are looking for an experienced L1 Application Support Engineer to join the Application Support Team at TCS.
This role will focus on providing basic to intermediate technical and functional support to users of Oracle Fusion applications.
Key responsibilities include handling user inquiries, resolving known technical issues, and ensuring customer satisfaction through effective communication and timely resolutions.
Relevant Experience
(in Yrs)
2 to 6 years of experience
Technical/Functional Skills
Strong understanding of Oracle Fusion Cloud Applications, including specific modules like ERP or SCM.
Handson experience in Procurement module – Purchasing (PR, PO, GRN, Supplier, contracts, FBDI upload for PR and BPA)
Testing of Quarterly oracle upgrades new features.
Understanding of ITIL principles and incident management lifecycle
Proficiency in MS Office and common tools (excel, outlook etc.)
Knowledge of ticketing systems (Ivanti, ServiceNow, Jira, etc.).
Excellent written and verbal communication skills to interact with users and other support teams
Ability to provide excellent customer service and build positive relationships
Excellent problem-solving, analytical, and communication skills
Ability to work independently and manage multiple priorities under tight timelines (manage workload effectively to meet SLAs)
Good to Have:
Ability to explain technical concepts to non-technical users
Roles & Responsibilities
L1/L2 will be the first line of support for Oracle Cloud Fusion ERP
Act as the initial point of contact for users reporting issues with Oracle Fusion applications and ensuring customer satisfaction through effective communication and timely resolutions.
Provide daily, weekly reports on issues by status, age, and severities.
Escalation Management: Escalate unresolved incidents L3 development teams, providing detailed information and contributing to the resolution process.
Identifying and logging problem tickets for enhancements
Update knowledge base with new solutions, known errors and user guides
Educating users on how to avoid recurring issues
Fusion Support role for P1 tickets will involve providing first-level technical support for critical, high-priority issues within the Oracle Fusion Applications suite. This includes:
triaging (perform initial diagnosis and step-by-step guidance for common issues/ basic tasks like login failure, UI errors, access problems etc.)
prioritizing
escalating (complex issues for L3 teams for details)
tracking (track escalated tickets and follow-up to ensure SLA compliance & resolution updates), incidents reported by users, ensuring timely resolution and adherence to service level agreements (SLAs)
Collaboration with other support teams (L2/L3) is crucial for complex issues
Generic Managerial Skills
No
Education
Bachelor’s degree in Computer Science, Information Systems, or related field
Start date (dd-mmm-yy)
Provide Email ids to whom profile have to be submitted
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