ACS Senior Support Engineer | Oracle
Employment:
Full Time
Oracle Core Database Expert with Exadata skills – ACS Senior Support EngineerAdvanced 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 with Exadata is required • More of the following technical areas is a plus: Oracle Security Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning, Corruption, 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): • Excellent Incident and Problem Management skills. • Flexibility to work within a “Follow the Sun” global shift rota, covering local OR non-local day-time hours, including holidays and weekends, on a rotational basis • Ability to be “on-call” support as part of an on-call rotation shared across team members • Willing to travel for long tasks or high frequency
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