Experienced VMWare Administrator for Global Expertise Center

Job description

This position is a new position for the staffing of a new Custom Service - Managed Oracle Cloud VMware Solution (OCVS)

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.

Responsibilities:

• Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
• Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
• Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
• The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
• Educate and walk the customer through the problem-solving process.
• Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)
• Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.
• Be available to work in 24x7 capabilities if an escalation requires flexibility in work schedule.

 

Requirements

• Must have 3-5 years of experience with Oracle Cloud Administration
• Must have 5-8 years of experience with VMware products
• Must-have: Excellent written and spoken English communication skills. Candidate will be working remotely with high-profile customers in the USA.
• Must-have: Strong hands-on work experience in Oracle Cloud Adminstration, VMware vCenter Server, VMware NSX Manager, VMware NSX Controller, and VMware NSX Edge
• Strong knowledge of UNIX, Linux
• Bachelor’s in Computer Science.
• VMware Certification Professional – Data Center Virtualization
• Support skills: Customer focus, ownership, leadership, advocacy
• Relationship building skills: Initiative, creativity, commitment, follow-through, result oriented approach
• Team player: Working globally, virtual team environment, and results orientation skills

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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).









Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.