Advanced Customer Services (ACS) is looking for Advanced Services Engineers (ASEs) to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex, critical customer issues. Deliver proactive and reactive technical support to customers within our local Service Delivery team in Moscow.

The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers. Advanced Services 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

More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

 

RESPONSIBILITIES:

• Participating in service delivery.
• Delivering, according to internal methodology and quality standards.
• Identifying required / recommended actions on Customer systems as main output of service delivery, based on available best practices and delivery methodology and tools.
• Escalating Customer issues to Technical Account Manager where relevant.
• Recommending in relation to the technical competency areas.
• Proposing integrations to existing delivery methodology and tools to fit new products or services.
• Contributing to testing and validation of tools defined for delivery of service.
• Technical Support to Technical Account Managers.
• Closely connected to our Database International community of ASEs.

 PROFILE:

• Bachelor’s degree in Computer Science, Engineering or equivalent experience is preferred.
• 5+ Years Oracle DBA on Production Systems, supporting critical environments
• Oracle Certifications are a plus.
• Work experience in Oracle Database, specifically:
  • Troubleshooting
  • Performance tuning
  • High Availability: EXADATA, RAC, CRS, ASM, Dataguard
• Will be a plus, work experience in Enginnered Systems, specifically:
  • Exadata, SuperCluster, BDA
• Backup and Recovery projects. RMAN. ZDLRA will be a plus
• Will be a plus to have work experience/knowledge in following topics:
  • Operating Systems administration (Oracle Enterprise Linux, Red Hat Linux or any enterprise-level Unix or Linux distribution)
  • Virtualization solutions (Oracle OVM, VMware ...)
  • Security Products
• Fluency in English & Russian is required
• Availability to some travel
• Availability for On Call and Out of Hours if needed

 

PERSONAL COMPETENCIES:

• Customer Focus
• Teamwork
• Self motivated and resourceful
• Strong verbal and written communication skills to different levels also under pressure
• Good presentation skills (presenting technical findings directly to Oracle customers, at all levels of the organization)
• Work on own initiative
• Ability to take ownership

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 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).