Oracle HCM (Fusion) - Technical/Functional Senor Engineer

Provide a delightful customer experience with every customer contact, ensuring the professional handling of every product issue
Provide telephone and email support to internal and external customers
Perform efficient incident management while maintaining metric quotas
Understand and assess customer-reported issues to determine prioritization
Serve as an internal knowledge resource for other members of the HCM team
Apply knowledge of technologies to make solution recommendations
Analyze and validate issues transferred to RD and offer suggestions on fixes as needed
Act as a liaison between customers, RD, Production, Consultants, and QA, etc.
Manage and ensure documentation of assigned incidents, including internal and external communications
Learn, understand, maintain and contribute to internal support processes
Analyze, develop, and improve internal processes
Maintain strong alignment to Service Level Agreements
Participate in special projects, as assigned