· Support VMware business operations by resolving production issues / tickets pertaining to MyVMware & related applications and completing work requests
· Monitor / triage incoming production support ticket queues and resolve modest to high complexity tickets with in the SLA.
· Serve as a primary contact (onshore POC) for Business and IT teams for any questions / clarification related to the area of work.
· Offshore co-ordination and timely hand-offs of all production issues in his/her area of work.
· Partner & co-ordinate with respective team/s including Business, BA, QA, Dev & release teams as necessary to address a production issue.
· Coordinate UAT testing, Business sign off and post production communication to business for the production bug fixes.
· Research and resolve ongoing Application/Data issues in production while working to improve client incident management processes.
· Provide technical expertise in identifying, evaluating, and suggesting process improvements that are cost effective and improve work efficiency.
· Deep expertise in Oracle HFM (Oracle Hyperion Financial Management).
· Development / Technical support experience with Oracle Finance modules.
· Should have excellent analytical and debugging skills with ability to analyze complex business/technical problems, identify performance bottle necks and suggest for any query fine tuning as needed.
· Good communication & interpersonal skills is essential since this is a client/business facing role.
· Prior experience in Application / Production support area and handling business users is preferable.