Oracle Advanced Customer Support Services is a global organization within Customer Support Services, 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 Support 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\:

 

ÿ      Delivering high quality technical services to ACS customers.

ÿ      Ensuring adherence to internal methodology, tools and quality standards.

ÿ      Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities

ÿ      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

ÿ      Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS

ÿ      Manage and resolve Customer Requests according to product main strategy and model.

ÿ      Respond and resolve customer issues within Key Performance Indicator targets.

ÿ      Maintain an up-to-date and in-depth knowledge of new products.

ÿ      Ensure the timely completion of planned proactive tasks and Customer Requests.

ÿ      Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.

ÿ      Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.

 

Supervisory Responsibilities (direct and Indirect)\:

 

None

 

 

Related Work Experience

 

The candidate should have 5-8 years 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. Oracle Certified Professional (OCP) is a must/ (OCM) is a plus.

 

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)

 

!|!Contractor-Billable

Contractor-Billable

n/a

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).!|!