Key Facts

Remote From:

Anywhere

Full time

Senior (5-10 years)

English

Hard Skills

Oracle Fusion Middleware Procurement IFS ERP Incident Management RemedyForce (Ticket Management Software)

Other Skills

•
Problem Solving
•
Microsoft Office
•
Communication
•
Customer Service
•
Analytical Thinking
•
Prioritization

Roles & Responsibilities

2 to 6 years of experience
Strong understanding of Oracle Fusion Cloud Applications
Proficiency in MS Office and common tools
Excellent written and verbal communication skills

Requirements:

Act as the initial point of contact for users reporting issues with Oracle Fusion applications
Provide daily, weekly reports on issues by status, age, and severities
Escalate unresolved incidents to L3 development teams
Update knowledge base with new solutions and user guides

Elfonze Technologies

About Elfonze Technologies

Elfonze Technologies is an IT service and consulting firm established in 2021. It started with delivery centers in Bengaluru and Denver, and by the end of its first year, it had a strong focus on Oracle Enterprise Consulting. The following year, the company expanded to Bhubaneswar and introduced an Electronics System Design and Manufacturing (ESDM) vertical. In 2023, Elfonze diversified its product portfolio with innovative solutions and strategic partnerships. It opened a Pune office and launched Connected Supply Chain Services. Key achievements include expansion to four locations, diversification into five verticals, serving over 50 global clients, a 400% growth rate, a strong team of over 200, and high client satisfaction. The founders' century of combined experience in IT and enterprise consulting has been fundamental to Elfonze's success. The company operates in multiple verticals including IT services, consulting, product development, and more, showcasing its adaptability and commitment to excellence.

Company type: Scaleup

Founded: 2018

Company size: 201 - 500

Website LinkedIn See all jobs →

Job description

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

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