Preferred Qualifications

The Advanced Customer Services (ACS) practice is a unit within the Oracle Customer Services Organization in Turkey that establishes long term relationships with many of Oracle’s largest customers Turkey through annual support contracts. Advanced Services Engineers (ASE) working within ACS deliver proactive and reactive technical support services to these customers, assisting them to maximize the stability, availability and performance of their critical business systems.

Advanced Services Engineers work on customer sites and remotely. Training is provided to ensure ASE maintain an up to date knowledge of Oracle products and services. Infrastructure Specialists are part of the ACS Global Platform Delivery team. The role opened is focused on Infrastructure and Production Support for Oracle Platform solutions.

RESPONSIBILITIES:

• Proactively working with ACS customers to ensure their successful deployment of the Oracle Infrastructure Platform.
• Technical assistance with software installation
• Customer solutions architecture concepts and reviews (e.g. HA)
• Performance assessments and tuning
• System configuration health checks
• Upgrade and implementation planning and advice on Patch Management
• Proactively alerting customers to product developments and issues
• Knowledge Transfer: Prepare and present training programs (and technical workshop), designed to educate Support Services employees and customers on technical topics
• Delivery of reactive onsite technical support in a timely manner
• Resolve high level, complex or previously unknown issues, requiring expert technical knowledge and business acumen
• Perform root cause analysis of difficult product problems and their solutions/technical escalation management
• Interact with key customer personnel to enhance collaborative problem solving
• Providing and verifying problem workarounds or patches
• Researching and responding to technical enquiries
• Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
• Become a trusted advisor for our ACS customers
• 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:

• Hands-on experience with the Oracle Platform Infrastructure Products: Systems (T-series), Oracle Linux, Solaris, Oracle Solaris Cluster, Oracle Secure Backup (OSB), ZFS Storage appliance.
• Hands-on experience with those Oracle Software Products: Oracle VM Virtual Box, Oracle Database, Oracle Directory Server (aka LDAP), Sun Identity Management (aka Oracle Waveset)
• The following additional products and technologies will be an advantage: Brocade network switches, Zywall firewall, Stingray load balancer, Glassfish Application server, Apache web/proxy server, Java, xml, sql, shell scripting

• Strong Systems Administration Unix skills are essential, additional Linux/Windows skills are useful

PERSONAL COMPETENCIES:

• Proven experience in installing, configuring, administering and tuning Oracle Infrastructure Solution, preferably gained in a production environment
• Excellent troubleshooting and analytical skills
• Self-motivated and resourceful
• Strong verbal and writing communication skills in English and Turkish
• Ability to spot proactive services to the benefit of customer
• Ability to work as a team-player as well on own initiative
• Ability to work under pressure in escalated situations
• Ability to have effective communication with the appropriate levels when dealing with complex situations
• Ability to take ownership of (escalated) problems
• Good presentation skills
• Oracle Certified Associate and/or Professional qualification will be an advantage

 

PROFESSIONAL COMPETENCIES:

• University Degree or comparable education/professional experience
• Perennial work experience in Support, Consulting, Education or Pre-Sales would be ideal
• Excellent experience as Systems Administrator
• Experience with Oracle Enterprise Manager Grid Control
• Some experience with Oracle Fusion Middleware products will be an advantage
• Good familiarity with Unix, Linux and Windows environments and shell scripting
• At least 7-8 years’ experience in working with Oracle Infrastructure product and Platform

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.