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

 

RESPONSIBILITIES\:

·        Primarily, and key mission of the role, is delivery of technical expertise in assigned Oracle product domain(s) to Oracle customers either onsite or remotely. It serves as second line support resource mainly, however providing first line support on occasional basis can be requested. Future development is focused on becoming recognized expert in respective Oracle product area at global level.

·        Provide technical guidance and assistance either as required or as part of longer term engagements with key customers

·        Provide reactive onsite and/or remote technical assistance in close cooperation with Oracle Global Support and Product Development for problem analysis and investigation.

·        Provide alternative temporary workarounds to technical problems in customer’s Oracle systems

·        Provide proactive technical advices to avoid possible future issues. Work with customers and other Oracle professionals to ensure proper design and implementation of relevant solutions.

·        Document work delivered to customers

·        Delivering, according to internal methodology and quality standards.

·        Identifying required / recommended actions on Customer systems as main output of service delivery, based on available best practices and delivery methodology and tools.

·        Escalating Customer issues to Technical Account Manager where relevant.

·        Proposing integrations to existing delivery methodology and tools to fit new products or services.

·        Contributing to testing and validation of tools defined for delivery of service.

·        Technical Support to Technical Account Managers.

·        As part of a global team, Practice Sharing and Knowledge Sharing will be the basis to construct a solid, high quality delivery global team, as well as taking part on global projects and initiatives.

-          Active participation in the Oracle Big Data Appliance ACS service development

-          Collecting Diagnostic Information for Oracle Customer Support with managing BDA security, auditing and Oracle Big Data SQL

-          Apply Best Practice architecture guidelines to ensure Oracle database and Oracle Big Data highly available services.

-      Upgrade Oracle Big Data Software Components.

 

 

 

 

 

QUALIFICATIONS\:

·        Bs or Ms in Computer sciences, MIS or related field

·        Minimum of 10 years of DBA experience with supporting/managing production and non-production databases, dealing with critical situations

·        Advising on system high availability solutions and design of physical data storage, maintenance, access and security administration

·        Optimizing database access and allocating/re-allocating database resources for optimum configuration, database performance and cost

·        Experience with complex incident diagnostics and resolutions in multivendor and multi-technology environments

·        Have an excellent command of English

·        Holding a similar position will be an asset and male applicants must be free from military obligation

 

TECHNICAL QUALIFICATIONS\:

·        Big Data scenarios and products involved. BDA (Big Data Appliance), Oracle No SQL, Hadoop, SQL Connectors, Cloudera, ODI (Oracle Data Integrator), Oracle R

·        Oracle Database 12c and previous versions. Certifications (OCA, OCP and OCM) highly appreciated

·        Oracle Real Application Cluster, CRS, ASM and EXADATA. High Availability architectures.

·        Oracle Golden Gate, Oracle Dataguard and Recovery scenarios and architectures.

·        Enterprise Manager, Grid control and monitoring tools. Cloud, DbaaS highly appreciated.

·        Advanced performance tuning and optimization techniques, SQL Tuning.

·        Strong UNIX skills and MS Windows operating system knowledge

·        Any Systems and Storage, Hardware and Software, knowledge or Background highly appreciated

-         Cloudera Manager & Hadoop Administration tools experience

-          Hadoop Monitoring Utilities experience

-          Using Big Data connectors experience

!|!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 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 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 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).!|!