Oracle Advanced Customer Services (ACS)

In Advanced Customer Services customer success is our North Star, when organizations choose to partner with us, we work with them across their journey.

Businesses who have turned to Oracle for cloud and application solutions trust Oracle Advanced Customer Services to help them get the most out of their investment. For more than 20 years, Oracle Advanced Customer Services has helped more than 6,000 companies across 100 countries gain the speed, flexibility, and security features that they require. We work side by side with customers to understand their unique business goals and requirements—helping them maximize their investment, minimize risk, and achieve more.

https://www.oracle.com/support/advanced-customer-services

 

Who are we?

ACS Advanced Service Engineering (ASE) organization is a global, innovative, open-minded and diverse team of highly skilled technical engineers. The ASE establishes long-term trusted relationships with Oracle’s key customers helping them to maximize their Oracle Cloud and on-premise investment, innovate faster, and accelerate their business success with solutions for all Oracle Cloud, multi-cloud and on-premise environments.

 

Job Description

We are looking for an Advanced Service Engineer whose role focus is Production operation support for Oracle Database and related products, helping and guiding our ACS customers get the best value of their databases and maximize the performance.

 

In terms of technical skills:

Oracle Database expertise:

• Professional Experience in two or more domains : Troubleshooting, performance tuning, high availability (Real Application Clusters, Grid Infrastructure, ASM),  backup & Recovery, Enterprise Manager, Migration/Upgrade/Patching, Oracle Data Guard
• Experience in Linux and UNIX operating Systems and ideally in Engineered Systems like Exadata.
• Knowledge and experience in Oracle Golden Gate are a plus to join us.
• If you have Security skills, it will be also a plus to fit in our team.

For this position, we are looking for a creative, innovative and motivated professional with an open and flexible mindset who will work closely with the Customer to ensure alignment between business change, IT architecture, technical solutions, business resources and processes.

As integral part of a global Organization, the Advanced Services Engineer will be working within an international environment with colleagues around the globe and contribute to global technology driven initiatives or innovation programs for continuous service improvements. 

 

As an Advanced Service Engineer in Oracle ACS you will

• Assess and analyze customers business needs to make sure that Oracle solutions meets the customer’s objectives.
• Assist customers in their overall Journey to Database modernization using best practices.
• Be the Oracle Solution Delivery authority to ensure that customers make informed decisions regarding scope to achieve beneficial solutions cost effectiveness, quality and reusability.
• Provide technical guidance on Oracle cloud and/or on-premise solutions to customer and other Oracle team members to underpin successful delivery.
• Provide client specific and proactive support to dedicated ACS customers to ensure operational excellence of Infrastructure & Platform, mainly Oracle Database and related products
• Provide advice on proactive upgrade and patch management
• Deliver performance assessments and tuning assistance
• Facilitate root cause analysis for product problems and identify method of resolution
• Provide and verify workarounds or patches
• Maintain the Oracle Solution to make sure the customer demands needs will be met. Platforms for Oracle solutions are on premise, cloud or hybrid running various workloads (application, middleware, database and infrastructure).
• Working closely with the Technical Account Manager to ensure that the individual work streams are technically well managed.
• Be the main contact for new business opportunities by supporting our presales team. Identifies and promotes opportunities for sales of Oracle products and services to support business growth.
• Actively lead and contribute to strategic programs and initiatives.
• To summary - helping to use and take the best advantage of all the value our company offers to our customers.

 

Job Requirements, Skills and Qualifications

• 2-3 years  in delivering Oracle solutions and/or transformation programs ideally using cloud technologies.
• Applicants are required to read, write, and speak French and English, other languages are a plus.
• You may be required to deliver services both remotely or onsite depending on business requirements.
• You have hands-on experience in installation, configuration, operation and administration for Databases On-Prem/Oracle Cloud.
• You have Knowledge on implementing and maintaining related Oracle products: Oracle Database, Real Application Clusters (RAC) and Oracle Grid Infrastructure, Enterprise Manager OEM, Grid Control.
• You have excellent analytical, problem solving, strong written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization.
• You are an undergraduate or higher level degree(s) holder or having an equivalent work experience will be considered too.
• You have a positive, resilient and creative attitude with an open and agile mind set in front of challenging situations.
• Driven to take Innovative proposals and make them mature solutions.
• You have the ability to break down complex problems/issues to determine suitability and make appropriate assessments and recommendations.
• You think out of the box and you are creative with solutions.
• You are keen to learn new cloud technologies using the training opportunities and lab resources in Oracle.
• You act as a positive influencer on those around you and motivate others toward success.
• You embody our Values: Customer First, Collaboration, Innovation, Inspirational Leadership and Integrity.

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 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).