Senior Advanced Support Engineer

Department Description

The ACS ASE organization consists of a diverse, highly skilled, and specialized team of Engineers, who partner with the Oracle Development, Sales and Support lines-of-business by providing technical subject matter experts for tailored complex and mission-critical IT environments.

Job Description

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 Advanced Support Engineer, you are a guru, with strong expertise across the stack and tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Bachelor*s and Master*s degree in Computer Science or Engineering (Advanced degree such as MBA and/or Ph.D. a plus) 10 years related experience prior to taking this position. In addition, extensive experience with Oracle*s core products, applications, and tools. Only proven top performing candidates of high integrity in previous job positions/grades are considered.

Job Responsibilities

• Identifying options for potential solutions and assessing them for both technical and business suitability.
• Creating logical and innovative solutions to complex problems.
• Establishing detailed program/application specifications through discussion with internal and external teams.
• Data analysis, mining, dissemination
• Ensuring that all systems and requirements are adequately documented as to their purpose and function.
• Provide documentation to support the validation of customer’s applications.
• Planning and working flexibly to a deadline. Work may require working in multiple shifts in order to interact with offshore and onsite teams.
• Taking direct ownership of all problems/tasks and working with others to resolve issues.
• Working closely with technical lead and end users to ensure technical compatibility and user satisfaction.
• Ensuring that deadlines met by meeting regularly with Project Manager
• Delivering tested and validated applications that meet specifications with highly predictable results.
• Participating with all Oracle staff and customer teams throughout the corporation to build a cooperative team environment through frequent communication and interaction.
• Working with QA environments and facilitate end-to-end testing by examining sample data sets to check output from programs/systems.
• Performing post-deliver and testing audits as part of a proactive QA process.
• Multitasking and managing assignments; coordinating the prioritization of assigned tasks with project leads.
• Works with senior developers and technical leads in the implementation of technical processes and services to meet business needs.

The following experience is required:

• Experience in OIM - OIG, ideal version 12c but it may be enough experience in 11g R2 PS3, at least two years of experience.
• Knowledge of the following functionalities of the product:
• Access certifications: Configuration of risk levels (App Instances, Roles and Entitlements), configuration of certification campaigns.
• Configuration of Segregation of Duties (SoD) policies.
• Knowledge of the tool's database schema and in the configuration of reports in BI Publisher.
• On-boarding of entitlements.
• Configuration of automatic provisioning based on roles and access policies.
• Experience in integration of target systems. Particularly:
• Databases with DBAT connector.
• WebServices (SOAP, Rest).
• Experience in creating and / or maintaining custom connectors made in Java.
• It is ideal to have knowledge in the design and implementation of role-based access control (RBAC) models.

Primary skills must include:
 

• Expert working knowledge of Microsoft Office suite of products
• Excellent English and Spanish verbal and written skills
• 3 to 5 years of previous IT Business Analysis experience