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Principal Systems Support Engineer

2 weeks ago

مصر, Egypt Oracle Full time

Principal Systems Support Engineer - ACS-22000C08

**Applicants are required to read, write, and speak the following languages***: English, Arabic

**Preferred Qualifications**

The products suite expected to be covered are EPM Hyperion Essbase, Planning and HFM, FDMEE Applications. EPM Cloud products knowledge / experience is an asset.

**Responsibilities**:

- Work with the customers to ensure their key business requirements and motivations are fully understood and addressed
- Experience with all technical aspects of the EPM solution life cycle, including planning, design, installation, configuration, migration, upgrade and Pre/Post implementation activities across the Hyperion product suite
- Provide technical assessment reviews for existing solutions, with recommendations for enhanced configuration, architecture, and better performance results
- Develops test plans, procedures and running tests accordingly
- Support Oracle EPM Hyperion products and services in line with the contractual agreement
- Troubleshoots and resolves medium to highly complex technical issues related to EPM Hyperion products.
- Works closely and collaborate with Oracle global support to resolve Customers SRs.
- Works with various functions within Oracle to ensure RCA is complete and incidents SLAs are met.
- Conducts knowledge transfer sessions both within the Oracle team and to end users.
- Works closely with the technical team and delivery leaders to provide engagements work estimates and drive excellence.
- Ensures that new services are appropriately captured and put in ACS corporate repository
- Maintains knowledge of Oracle's current and future products/solutions offerings for the specified EPM / Hyperion Cloud area.

Technical Qualifications
- At least 5-8 years of experience working with Essbase, Hyperion planning, HFM, FDMEE systems as a technical engineer, covering areas like:
- EPM design, installation and configuration (releases 11.1.2.x and 11.2.x).
- EPM installation as multinode architecture with clustered Active-Active Configuration and Disaster Recovery.
- EPM upgrade and migration from 11.1.2.x to 11.2.x
- Essbase performance tuning.
- Planning and HFM performance tuning.
- EPM backup and administration tasks.
- Weblogic administration.
- OS covered: Linux, Aix, Solaris
- Familiar with the functionality of ODI, EPM Automate, and other ETL tools.
- Knowledge of other Oracle Hyperion integration tools like DRM is an advantage.
- Advanced knowledge of relational databases Oracle, SQL server and data modeling.
- Good working experience in SmartView

Other Qualifications:

- Strong English written/verbal communications
- Self-motivated individual who works well in a team environment.
- Willing to travel (~ 25% of the time) in the region (EMEA) and working at customers premises.
- Excellent Incident and Problem Management skills.
- Flexibility to be “on-call” support as part of a rotating support model, covering local or non-local day-time hours
- Experience in working as part of Global/ Matrixed/ Remote teams.
- Self-driven, ability to work under mínimal supervision.
- Excellent Analytical skills.

**Detailed Description and Job Requirements**

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.

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

**Job**: Support

**Location**: EG-EG,Egypt-Cairo

**Job Type**: Regular Employee Hire

**Organization**: Oracle