Oracle Cloud Support Analyst

Title : Oracle Cloud Support Analyst
Location: Guadalajara Infosys Facilities
24x7 On-Desk Support for L1 in Spanish and English. An L1 Oracle Cloud BPO Resource acts as the first point of contact for Oracle Cloud users within a BPO setting, providing incident management, basic troubleshooting, and customer service support. They ensure that Oracle Cloud applications operate efficiently and that customer issues are resolved or escalated appropriately, supporting broader Oracle Cloud implementation and operational teams.
Mandatory:

• A minimum of a graduation degree, preferably in a technical stream such as Computer Science, Information Technology, or related fields. However, candidates with degrees in other fields may also be considered if they have relevant IT certifications or sufficient experience. In summary, while a technical bachelor's degree is often preferred, relevant IT certifications and practical experience can also qualify candidates for an Oracle L1 Support Analyst position.

• Basic to intermediate knowledge of Oracle Cloud applications (ERP, HCM, Financials) and related business processes
• Customer-facing skills with the ability to communicate effectively with clients and internal teams
• Experience with incident management, problem resolution, and escalation procedures in a cloud environment
• Familiarity with Oracle Cloud reporting tools and configuration is a plus
• Ability to work collaboratively in a team and follow defined methodologies such as Oracle Unified Method (OUM) or AIM
• Typically, 1-3 years of relevant experience in Oracle Cloud support or consulting roles, with some experience in a consulting or BPO capacity preferred

• Manage and resolve incidents related to Oracle Cloud applications, including handling escalations to higher support levels when necessary
• Provide outstanding customer service by addressing user queries and issues in a timely manner
• Monitor system performance and assist in troubleshooting basic cloud infrastructure or application issues
• Support business processes in Oracle Cloud modules such as Financials, HCM, or ERP, depending on the specific BPO service scope
• Maintain technical documentation and standard operating procedures to ensure consistent service delivery
• Collaborate with cross-functional teams including sales, engineering, and product teams to understand and resolve customer problems
• Assist in the implementation and configuration support of Oracle Cloud solutions under guidance, particularly in financial or HR modules
• Participate in knowledge transfer sessions and client training as needed to ensure effective use of Oracle Cloud applications