Oracle MDM/Utilities Engineer - Ad Hoc Support

Whitehall Resources are currently looking for a Oracle MDM/Utilities Engineer - Ad Hoc Support.

Key Requirements:

- The role of the Senior Support Engineer, MDM is to provide exceptional remote-based support for mission-critical CC&B applications as part of our global customer support team.
- The position has the responsibility for researching, troubleshooting and supporting multiple MDM and CC&B modules for our global clients.
- The role requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.

Key Responsibilities:

- Strong MDM Functional and Technical expertise.
- Solve customer issues using methodical troubleshooting based on expert knowledge of MDM customers in complex technology environments.
- Strong experience working on UI Maps, BPA scripts, plug-ins, service scripts, BOs, service tasks, XAI/XSLT/XPath and OUAF framework.
- Should have broad techno-functional knowledge of MDM in at least 2-3 core modules (Service Order Management, Device Management, Asset Management, Measurements & VEE) including good knowledge of MDM Configuration.
- Should have broad functional knowledge of CC&B in at least 2-3 modules (Billing, Payments, Credit & Collection, Financials) including good knowledge of CCB configuration.
- Extensive experience in Oracle MDM and CC&B with strong Production Support/Implementation experience.
- Experience in resolving user queries and incidents in the Application.
- Experience working with external interfaces to 3rd party benefits and integrations.
- Initiates corrective and Root Cause Analysis action to fix the issues permanently and improve the availability of the application.
- Familiarity with process integration of MDM and CC&B with other utility enterprise and operational systems such as core WAM, EBS, C2M, MWM, NMS, ITRON, L&G etc.
- Good interpersonal communications and analytical ability.
- Ability to work in team in diverse/multiple stakeholder environment.
- Experience and desire to work in a Global delivery environment.
- Provide remote-based functional support for all aspects of the functional features of MDM and CC&B customer including extensive and in-depth knowledge of the related modules.
- Support client customizations, sharing implementation and best practices advice.
- Support client systems, sharing system knowledge and best practices advice.
- Develop application break fixes for critical product defects.
- Perform duties for one or more key assigned accounts as a technical/functional advisor.
- Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity.
- Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
- Collaborate with team members in a virtual team environment to extend field experience to different client situations.
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.

Key Experience:

- 10+ years relevant Oracle MDM experience.
- 5+ years direct support of application end-users in a Corporate or similar environment, Technical and Functional Expertise with solid understanding of MDM.
- Expertise with MDM including full life cycle implementation experience, configuration and administration of the application.
- Knowledge of Oracle maintenance/patching mechanics and MDM architecture.
- Demonstrable history solving complex problems across multiple modules.
- Superb trouble-shooting skills and tenacity in problem solving.
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients.
- Strong knowledge of key application functionality, tables and relationships.
- Deep knowledge of MDM customization/extension methodologies.
- Excellent development skills using Oracle MDM toolset.
- Excellent interpersonal, presentation and communication skills - verbal & written. Attention to detail and the ability to learn quickly.
- Extreme focus on Client satisfaction.
- Ability to work calmly and professionally in high pressure situations.

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.