Senior Support Engineer - ACS - Core Database Expert

Job Description

Preferred QualificationsAdvanced Customer Services isa global organization within Oracle, providing tailored mission-criticalsupport services to customers with complex IT requirements. We providecustomized, 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 Oracleenvironments. ASEs do this by leveraging Oracle?s support-based intellectualproperty and customers? experiences throughout their involvement with Oracle?stechnologies.Our goal is for everycustomer to gain ever-more value from their Oracle Solutions by helping themmake well informed decisions regarding the implementation; management and useof Oracle technologies.CORE ACTIVITIES ANDRESPONSIBILITIES:Delivering high quality technicalservices to ACS customers.Ensuring adherence to internalmethodology, tools and quality standards.Proactively foresee existingcustomer needs and activities to provide better support and remain engaged withcustomer focused activitiesWork with other Oracle LOBs andPartners to ensure that knowledge is transferred both into and out of ACS, andact as technical Subject Matter Experts where requiredBe focused on innovation andtechnology and understand how these can be used to benefit both customers andACSManage and resolve CustomerRequests according to product main strategy and model.Respond and resolve customer issueswithin Key Performance Indicator targets.Maintain an up-to-date and in-depthknowledge of new products.Ensure the timely completion ofplanned proactive tasks and Customer Requests.Owning and resolving problems andmanaging customer expectations throughout the life cycle in accordance withglobal standards.Working towards, adopting andcontributing to new processes and tools (ODC, diagnostic methodology, healthchecks, scripting tools, etc.Related Work ExperienceThe candidate should have MIN5-8 years of experience in using and administrating Oracle database server withstrong knowledge of UNIX, Linux and/or Windows. Experience in RAC, DBPerformance, or Backup/Recovery is a Must.Formal Education orEquivalent:The candidates should have adegree in Computer science or similar. Oracle Certified Professional (OCP) is amust/ (OCM) is a plus in Oracle platform products including database, Cloudcertified is preferred.Skills?Strongknowledge of UNIX, Linux and/or Windows.?Experiencein RAC, DB Performance, DB patching/DB upgrades or Backup/Recovery is amust.?Experiencein one or more of the following technical areas is aplus:?OracleSecurity Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning,Corruption, Exadata , Super Cluster, ZFS, ZDLRA.?Having excellentwritten and spoken English is a must with strong Communication skills.?Candidateshould have Customer focus, working globally, team working and resultsorientation skills.Others (Mandatory):Candidate should be:? Willingto travel for long tasks or high frequency.?Willing to work on 24x7 and flexible hours (Out of hours and weekends)Detailed Description and Job RequirementsAs a member of the ACS organization, your focusis to deliver post-sales support and solutions to the Oracle customer basewhile serving as an advocate for customer needs. This involves resolvingpost-sales non-technical customer inquiries via phone and electronic means, aswell as, technical questions regarding the use of and troubleshooting for ourElectronic Support Services. A primary point of contact for customers, you areresponsible for facilitating customer relationships with Support and providingadvice and assistance to internal Oracle employees on diverse customer situationsand escalated issues.As a Senior Systems Engineer, you will interface with the customer*s IT staffon a regular basis. Either at the client*s site or from a remote location, youwill be responsible for resolution of moderately complex technical problemsrelated to the installation, recommended maintenance and use andrepair/workarounds for Oracle products. You should be highly experienced insome Oracle products and several platforms that are being supported. You willbe expected to work with only general guidance from management while advisingmanagement on progress/status.Job duties are varied and complex utilizing independent judgment. May haveproject lead role. Because of substantial customer interfacing, a demonstratedability to work with customers on an independent basis with exceptionalcommunication skills, while consistently achieving the highest levels ofcustomer satisfaction is essential. A Bachelor*s degree in Computer Science,Engineering or equivalent experience is preferred with five years relatedexperience. Experience with Oracle*s core products, applications, and tools isimportant.As part of Oracles employment process candidates will be required tocomplete a pre-employment screening process, prior to an offer being made. Thiswill involve identity and employment verification, salary verification,professional references, education verification and professional qualificationsand memberships (if applicable).As part of Oracles employment process candidates will be required to completea pre-employment screening process, prior to an offer being made. This willinvolve identity and employment verification, salary verification, professionalreferences, education verification and professional qualifications andmemberships (if applicable).As part of Oracles employment process candidates will be required tosuccessfully complete a pre-employment screening process. This will involveidentity and employment verification, professional references, educationverification and professional qualifications and memberships (if applicable).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 Oracles 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).

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