Oracle Advanced Customer Services (ACS) is looking for Advanced Services Engineers (ASEs) to deliver proactive and reactive technical support to customers.

 

The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers.

 

More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

 

The ACS Advanced Service Engineering organization consists of a diverse, highly skilled, and specialized team Advanced Services Engineers (ASE) who bring deep technical expertise in the entire Oracle Product and technology set.

 

As integral part of a global Organization, the ASE will be working within an international environment and contribute to global technology driven initiatives or innovation programs for continuous service improvements. Regular training is available and required to maintain an up to date knowledge of latest developments of Oracle products and services.

 

For this position, we look for an experienced, talented and self-motivated Advanced Services Engineers to work onsite or remotely from customer premises mostly in the Rome area. Occasional travel across the country and sometimes outside of Italy may be required.

 

The job is based in Rome, Italy. Service Delivery Engineers working within ACS deliver proactive and reactive technical support to these customers, assisting them to maximize the stability, availability and performance of their critical business systems. Service Delivery Engineers work both on customer sites and from our offices. 

 

SCOPE:

• Works as a part of an account team for a set of customers.
• Reports to Local ACS Delivery Manager in EMEA ACS Delivery Organization.
• Works to objectives set by Delivery Manager.
• Works closely with the virtual team(s) within Delivery Organization.
• Works closely with the account(s) Service Delivery Management and Technical Management, Oracle Line of Businesses, customer organization, partner organizations and other third parties where appropriate.

 

RESPONSIBILITIES:

• Proactively working with ACS customers to ensure their successful deployment of the Oracle. Database and related products in On Premises and Cloud environments.
• Assisting customers in their Journey to Cloud – transition from On Premises Database environments.
• Supporting customer Databases and related products in Public, Private and Hybrid Cloud
• Technical assistance with software installations.
• Performance assessments and tuning.
• System configuration health checks.
• Upgrade and implementation planning and advice Patch management.
• Proactively alerting customers to product developments and issues Delivering technical presentations.
• Delivering reactive onsite and remote technical support in a timely manner.
• Problem analysis and investigation.
• Providing and verifying problem workarounds or patches.
• Researching and responding to technical enquiries.
• Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.
• Having a professional understanding of Multi-tiered Architectures both Infrastructure and Application addressing solution implementation or solution enhancements, involving DB implementation or DB relocation.
• Forming effective professional relationships with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.

EXPERIENCE AND TECHNICAL SKILLS:

• Solid hands-on experience with Oracle Database and Real Application Clusters (RAC) essential.
• Good experience with Oracle Dataguard.
• Good experience with Backup and Recovery (Oracle Rman and Datapump).
• Good experience with activities of patching and upgrade release.
• Good experience with SQL and PL/SQL.
• Strong Linux skills essential, additional Oracle Engineered Systems skill a plus.
• Good understanding of Oracle Linux a plus.
• Extensive experience of any of the following a definite advantage:
• Database performance tuning, HA Architectures, Replication, Backup and Recovery, Database security, Oracle Enterprise Manager.
• Cloud environment knowledge
• Good understanding of Cloud Stack and Architecture.
• Managing database and related products in the Cloud.
• Database Provisioning.
• Transition to the Cloud from other environments.
• Data transfer management and optimization.

 

 PERSONAL COMPETENCIES:

• Excellent problem solving and analytical skills.
• Self-motivated and resourceful.
• Excellent written and verbal communication skills.
• Ability to work as a team player as well as on own initiative.
• Ability to work under pressure in escalated situations.
• Italian native language.
• Very good English.
• Availability to travel.
• Availability for standby and out of hours services.

 

PROFESSIONAL QUALIFICATIONS:

• University Degree or comparable education/professional experience
• Previous work experience in a Support, Consulting, IT Operations or Administration organization would be ideal
• Oracle Certified Associate and/or Professional qualification will be an advantage

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 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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.

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).