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Principal Advanced Support Engineer (Oracle DBA and Cloud)
OracleIt-italyUpdate time: October 13,2022
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Job Description

ACS PRINCIPAL ADVANCED SERVICE ENGINEER  (Core Tech Platform DB Rome Italy)

Support
 
Location: this role can be from our office in Rome.
Customer support at present is mostly via remote working but customer site work will be required in the future.

Advanced Customer Services (ACS) are a set of packaged services provided by Oracle Support to help customers in managing and maintaining environments based on Oracle (RDBMS, Tech, Middleware, Applications). 
The job is based in Milan, Italy. Service Delivery 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. Service Delivery Engineers work both on customer sites and from our offices.

 
SCOPE:
  • Works as a part of an account team for a set of customers.
  • Reports to Local ACS Delivery Manager in  EMEA ACS Delivery Organisation.
  • Works to objectives set by Delivery Manager.  
  • Works closely with the virtual team(s) within Delivery Organisation.
  • Works closely with the account(s) Service Delivery Management and Technical Management, Oracle Line of Businesses, customer organisation, partner organisations and other third parties where appropriate.

  
RESPONSIBILITIES:

  • Proactively working with ACS customers to ensure their successful deployment of the Oracle. Database and related products in On Premises and Cloud environments.
  • Assisting customers in their Journey to Cloud – transition from On Premises Database environments.
  • Supporting customer Databases and related products in Public, Private and Hybrid Cloud
  • Technical assistance with software installations.
  • Performance assessments and tuning.
  • System configuration health checks.
  • Upgrade and implementation planning and advice Patch management.
  • Proactively alerting customers to product developments and issues Delivering technical presentations.
  • Delivering reactive onsite and remote technical support in a timely manner.
  • Problem analysis and investigation.
  • Providing and verifying problem workarounds or patches.
  • Researching and responding to technical enquiries.
  • Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.
  • Having a professional understanding of Multi-tiered Architectures both Infrastructure and Application addressing solution implementation or solution enhancements, involving DB implementation or DB relocation.
  • Understanding Autonomous DB and their positioning on the market.
  • Good understanding of AI & ML, understanding data quality, using Oracle Machine Learning (OML) solutions to perform Tests and Experiments as well as final implementation.
EXPERIENCE:
  • Solid hands-on experience with Oracle Database and Real Application Clusters (RAC) essential.
  • Strong Unix skills essential, additional Oracle Engineered Systems skill a plus.
  • Good understanding of Oracle FMW stack a plus.
  • Extensive  experience of any of the following a definite advantage:
    • Database performance tuning, HA Architectures, Replication, Backup and Recovery, Database security, Oracle Enterprise Manager.
    •  Cloud environment knowledge
      • Good understanding of Cloud Stack and Architecture.
      • Managing database and related products in the Cloud.
      • Database Provisioning.
      • Transition to the Cloud from other environments.
      • Data transfer management and optimization.
      • Virtualization platforms.
 

PERSONAL PROFILE:

  • Excellent problem solving and analytical skills.
  • Good to strong Mathematical skills. Ideally from a mathematics, physics or engineering background
  • Self motivated and resourceful.
  • Excellent written and verbal communication skills.
  • Ability to work as a team player as well as on own initiative.
  • Ability to work under pressure in escalated situations.
  • Italian native language.
  • Very good English.
  • Availability to travel.
  • Availability for standby and out of hours services.
 

 

 

 

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.

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 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).
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