Technical Analyst 4-Support (BB-579A7)
Found in: Talent IN
Description:Educational Qualification/Experience:- Bachelor’s degree in Computer Science, Engineering or related technical field 5 years of proven professional and technical experience in database, network or system administrator role. Excellent verbal and written skills in English RESPONSIBILITIES: To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.) Contributing to Knowledge Management content creation and maintenance Working with development on product improvement programs (testing, SRP, BETA programs etc) as required Operating within Oracle business processes and procedures Respond and resolve customer issues within Key Performance Indicator targets Maintaining product expertise within the team Developing and maintaining expertise around RAC Database and general RAC/ASM issues Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product SKILLS & COMPETENCIES: Minimum technical skills: General Oracle Database administration and maintenance including Backup and Performance Tuning Extensive knolwdge and experience in RAC ( Oracle Real application Clusters) SQL knowledge PL/SQL skills Operating system knowledge (Unix, Linux and/or Windows) Basic Networking concepts Desirable technical skills: Trobleshooting in RAC environment Installation, Upgrade and Patching of Oracle Databases Network administration Understanding of Oracle Grid Control, or at least 1 other major (non-database) Oracle product (for example EBS, Weblogic, etc.) Programming in C or Java Personal competencies: Desire to learn, or expand knowledge, about Oracle database and associated products Customer focus Structured Problem Recognition and Resolution Experience of contributing to a shared knowledge base Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations. Communication Planning and organizing Working globally Quality Team Working Results oriented 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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits. 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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle). This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, graduates, inclusive employers & anyone who believes in workplace equality.
calendar_today3 days ago