Introduction
As a Package Consultant at IBM, get ready to tackle numerous mission-critical company directives. Our team takes on the challenge of designing, developing and re-engineering highly complex application components and integrating software packages using various tools. You will use a mix of consultative skills, business knowledge, and technical expertise to effectively integrate packaged technology into our clients‘ business environment and achieve business results.

#LI-hybrid

Your Role and Responsibilities

• Being in a customer facing role, you will be responsible for supporting, managing client requests and issues for Oracle EBS Applications. Also coordinate with all peer teams like APPDBAs, Infrastructure teams etc.
• Support daily operations and avoid any potential escalations that will impact customer environments.
• Directly interact with customers to understand their needs or to solve their issues on time.
• Good learner of various processes involved and always aim at complete client satisfaction.
• Help to develop strategies to improve availability and utilization of Oracle EBS Server Environment of multinational clients.

Required Technical and Professional Expertise

• Should have working experience in R12 Implementation / Upgrade /Support Projects for SCM modules in Oracle EBS/.
• Should have more than 8 years of Oracle EBS SCM consultant /Sr. Consultant role in implementation/support clients.
• Possess skills to manage client calls, severity calls and client meetings.
• Possess client first attitude and be ready to help them always.
• Empathy, Understanding the customer and their issues reported is the key skill required.
• Knowledge of Incident Management to handle client communication and also drive internally so as to make the client available at the earliest.
• Knowledge of Change management and need to adopt to new processes and work effectively in taking care of client changes.
• High integration and engagement skills with peer teams.
• Route incoming and existing tickets to the appropriate service group and geographic region.
• Monitor open service tickets to make sure the team is meeting customer SLA’s.

Preferred Technical and Professional Expertise