As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
Key Responsibilities:Install, configure, and maintain Oracle Hyperion suite components (Planning, Essbase, HFM, FDMEE, DRM, FR, etc.)
Perform routine system administration tasks, including backup, recovery, patching, and log monitoring
Manage user provisioning, security configuration, and metadata changes
Troubleshoot performance, application, and integration issues across environments (Dev, UAT, Prod)
Support application upgrades, migrations, and environment refreshes
Collaborate with infrastructure, DBA, and functional teams to ensure optimal performance and availability
Ensure compliance with IT policies, including change control and audit requirements
Document system configurations, processes, and maintenance procedures
Participate in disaster recovery testing and business continuity planning
Provide technical support during month-end and year-end financial cycles