Field Support Specialist 3, Mumbai

Key Responsibilities: Provide on-site system support including hardware break-fix, maintenance, and product installation at customer and Oracle Cloud sites. Interface with Dispatch, Logistics, and Domains to execute activities outlined in the on-site Action Plan. Ensure high customer satisfaction and meet Service Level Agreements (SLAs) through effective delivery of technical support and service programs.Utilize system-level diagnostics and escalation procedures to proactively identify and resolve problems. Follow defined policies and procedures and adhere to logistics processes to ensure accurate reporting and timely return of parts. Perform Field Change Orders (FCO) and Field Action Bulletins (FAB) as required.Provide 24x7 support coverage, including participation in regional standby rotation programs. Travel at short notice, both short-term and long-term, within the designated region for site cover or escalations. Act as a technical support resource during problem escalations and provide diagnostic information to the Technical Support Center.Collaborate with Support and Engineering teams to ensure continuity and consistent service delivery. Provide updates to management during escalations summarizing status, impact, and potential solutions, defining next steps with clarity. Assist in developing, reviewing, and implementing hardware installation plans for customers.Serve as a member of a specialized 'golden team' supporting complex installations, high-level escalations, new product introductions, and technical onboarding initiatives within the region and beyond.