Senior ACS Cloud Architect

Job Description

*As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction.

Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.

Desired Candidate Profile

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Detailed Description and Job Requirements
Oracle Advanced Customer Services (ACS) is looking for Advanced Service Engineers (ASEs) to deliver proactive and reactive technical support to customers.
The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers. More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html
The ACS Advanced Service Engineering organization consists of a diverse, highly skilled, and specialized team Advanced Support Engineers (ASE) who bring deep technical expertise in the entire Oracle Product and technology set.
As integral part of a global Organization, the ASE will be working within an international environment and contribute to global technology driven initiatives or innovation programs for continuous service improvements. Regular training is available and required to maintain an up to date knowledge of latest developments of Oracle products and services.
For this position, we look for an experienced, talented and self-motivated Advanced Support Engineers to work onsite or remotely from customer premises across Gulf region.
RESPONSIBILITIES :
• Client-specific and proactive support of dedicated ACS customers to ensure operational excellence of Oracle Infrastructure & Platform deployments on premise, in the Cloud or both
• Act as a trusted technology advisor for our ACS customers with a deep knowledge of the customer's requirements and environments
• Maintain effective professional relationships within the global ACS practice, with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff at various levels
• In close cooperation with the Technical Account Manager, act as a customer advocate within the Oracle eco system
• Customer solution architecture advice and reviews, conceptual support (e.g. Security, High Availability, Performance, maintainability,…)
• Technical assistance with installation & Configuration, health checks, applying best practices for modern IT environments
• Performance assessments and tuning assistance
• Proactive Upgrade and Patch Management advice Implementation planning
• Advise customers on product evolutions and features, avoidance of predictable issues
• Lead to innovation by Knowledge Transfer, prepare and deliver technical workshops or training, designed to educate customers or peers on technology related updates
• In close collaboration with Oracle Global Customer Support, deliver critical technical support tasks, connected or onsite, e.g. issue reproduction and resolution, testing and validation of fixes, …
• Facilitate root cause analysis for product problems and identify method of resolution
• Resolve complex or previously unknown issues, requiring deep technical expertise and strong interdisciplinary teamwork
• Interact with key customer personnel to enhance collaborative problem solving
• Follow through escalation management as required
• Research and respond to technical enquiries
EXPERIENCE AND TECHNICAL SKILLS:
• At least 5 years’ hands-on experience in working with Oracle Cloud Infrastructure (OCI) and Cloud at Customer (ExaCC) with relevant Exa-DB services (ExaCS)
• Advanced OS Administration skills with Unix / Linux (Oracle Linux or Red Hat Linux) are essential. Solaris and Solaris-Cluster skills are a plus
• Hands-on experience in installation, configuration, operation and administration for one or more Oracle Cloud / Platform and Infrastructure products, like Oracle Engineered Systems (Exadata, Oracle Private Appliance (PCA), or cloud deployments with Oracle Cloud at Customer (ExaCC) or Oracle Cloud Infrastructure (OCI)
• Knowledge and experience with associated storage options, ZFS Storage appliance, ZFS Storage-Pool is a plus.
• Knowledge on implementing and maintaining related Oracle products: Oracle VM / KVM
• Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers. Cisco CCNA and or similar certifications are a plus
• Backup and Recovery skills with RMAN and Oracle ASM (Automatic Storage Management). ,. ZDLRA (Zero Data Loss Recovery Appliance) is a plus.
• Experience on automated deployment tools (DevOps) is a plus
• Experience as Oracle DBA is an additional plus
PERSONAL COMPETENCIES:
• Excellent analytical skills and systematic practical orientation
• Self-motivated and resourceful, self-education attitude
• Distinct receptiveness to technical innovations
• Strong communication skills in Spanish and English verbal and in writing
• Good presentation and documentation skills
• Work as a team-player and demonstrate own initiative
• Ability to work unperturbed under pressure in escalated situations
• Effective communication with appropriate hierarchy levels
• Demonstrate ownership of complex (escalated) issues or problems
• Ability to travel on regular basis
• Ability to work in Standby basis (24x7), or scheduled out of hours operations