Senior Support Engineer

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 a Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential.

A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired Candidate Profile

*
Preferred Qualifications
Advanced Customer Services is
a global organization within Oracle, providing tailored mission-critical
support services to customers with complex IT requirements. We provide
customized, proactive solutions for all Oracle applications and technologies:
Sun Servers and Storage, Database, Middleware and Applications.
Advanced Services Engineers
(ASE) provides support in the continuous operational improvement of Oracle
environments. ASEs do this by leveraging Oracle s support-based intellectual
property and customers experiences throughout their involvement with Oracle s
technologies.
Our goal is for every
customer to gain ever-more value from their Oracle Solutions by helping them
make well informed decisions regarding the implementation; management and use
of Oracle technologies.
CORE ACTIVITIES AND
RESPONSIBILITIES:
Delivering high quality technical
services to ACS customers.
Ensuring adherence to internal
methodology, tools and quality standards.
Proactively foresee existing
customer needs and activities to provide better support and remain engaged with
customer focused activities
Work with other Oracle LOBs and
Partners to ensure that knowledge is transferred both into and out of ACS, and
act as technical Subject Matter Experts where required
Be focused on innovation and
technology and understand how these can be used to benefit both customers and
ACS
Manage and resolve Customer
Requests according to product main strategy and model.
Respond and resolve customer issues
within Key Performance Indicator targets.
Maintain an up-to-date and in-depth
knowledge of new products.
Ensure the timely completion of
planned proactive tasks and Customer Requests.
Owning and resolving problems and
managing customer expectations throughout the life cycle in accordance with
global standards.
Working towards, adopting and
contributing to new processes and tools (ODC, diagnostic methodology, health
checks, scripting tools, etc.
Related Work Experience
The candidate should have MIN
5-8 years of experience in using and administrating Oracle database server with
strong knowledge of UNIX, Linux and/or Windows. Experience in RAC, DB
Performance, or Backup/Recovery is a Must.
Formal Education or
Equivalent:
The candidates should have a
degree in Computer science or similar. Oracle Certified Professional (OCP) is a
must/ (OCM) is a plus in Oracle platform products including database, Cloud
certified is preferred.
Skills
Strong
knowledge of UNIX, Linux and/or Windows.
Experience
in RAC, DB Performance, DB patching/DB upgrades or Backup/Recovery is a must.
Experience
in one or more of the following technical areas is a plus:
Oracle
Security Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning,
Corruption, Exadata , Super Cluster, ZFS, ZDLRA.
Having excellent
written and spoken English is a must with strong Communication skills.
Candidate
should have Customer focus, working globally, team working and results
orientation skills.
Others (Mandatory):
Candidate should be:
Willing
to travel for long tasks or high frequency.
Willing to work on 24x7 and flexible hours (Out of hours and weekends)
Detailed Description and Job Requirements
As a member of the ACS 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 a Senior Systems Engineer, you will interface with the customer*s IT staff
on a regular basis. Either at the client*s site or from a remote location, you
will be responsible for resolution of moderately complex technical problems
related to the installation, recommended maintenance and use and
repair/workarounds for Oracle products. You should be highly experienced in
some Oracle products and several platforms that are being supported. You will
be expected to work with only general guidance from management while advising
management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have
project lead role. Because of substantial customer interfacing, a demonstrated
ability to work with customers on an independent basis with exceptional
communication skills, while consistently achieving the highest levels of
customer satisfaction is essential. A Bachelor*s degree in Computer Science,
Engineering or equivalent experience is preferred with five years related
experience. Experience with Oracle*s core products, applications, and tools is
important.
As part of Oracle's employment process candidates will be required to
complete a pre-employment screening process, prior to an offer being made. This
will involve identity and employment verification, salary verification,
professional references, education verification and professional qualifications
and memberships (if applicable).
As part of Oracle's employment process candidates will be required to complete
a pre-employment screening process, prior to an offer being made. This will
involve identity and employment verification, salary verification, professional
references, education verification and professional qualifications and
memberships (if applicable).
As part of Oracle's employment process candidates will be required to
successfully complete a pre-employment screening process. This will involve
identity and employment verification, professional references, education
verification and professional qualifications and memberships (if applicable).