Advanced Customer Support Services Delivery is a global organization within Oracle Customer Services delivering mission critical, tailored support services to Oracle customers. Our Advanced Support Engineers provide highly proactive and preventive support with diagnostic and monitoring tools to anticipate, identify and remediate issues for all Oracle mission critical systems. We help the largest and most committed customers of Oracle utilize Oracle’s products in the best possible way. We maintain a very strong relationship with their IT staff through fast problem resolution and customized proactive services. We act as a true partner in helping them achieve their business objectives through our Products and Services.

 

Role and responsibilities

• Install, configure, maintain Oracle Fusion Middleware (Weblogic Server, IDM Products and OFM Suite)
• Expert knowledge of Oracle Identity Manager,OAM,OVD and OID.
• Strong Administration and troubleshooting skills and relevant working experience with Oracle Weblogic (11g -14.0), OIM,OAM and Directory products
• Oracle Golden Gate and weblogic Skills are highly desired
• Experience with Exalogic and Enterprise Manager 11g/12c is a plus
• Work experience as a DevOps Engineer or similar software engineering role
• Good knowledge of Ruby or Python
• Working knowledge of databases and SQL
• Sharp technical troubleshooting skills
• An good understanding of support processes
• Ability to manage escalated technical situations & develop action plans
• Ability to spot proactive services that benefit of customer
• Ability to facilitate issues with Development and Support
• Strong analytical skills
• At least 8 plus years of experience with Oracle Middleware products
• BS and/or MS in Computer Science or equivalent preferred
• Oracle OCP certification - Preferred
• Travel required for training or customer visits

 

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.