Position title\: Senior Advanced Support Engineer (Systems & Engineered Systems) based in Madrid
RESPONSIBILITIES\:
• Proactively working with ACS customers to ensure their successful deployment of the Oracle Solaris, Oracle Linux, Oracle Virtualizacion technologies, Oracle Storage, Oracle Engineered Systems and related products in On Premises and Cloud environments.
• Participate in infrastructure delivery projects as a reliable and trustful team member, accomplishing assigned tasks in time, with expected quality and within agreed scope
• Raise risks early while working in projects in order to evaluate possible mitigation measures
• Able to use problem solving strategies efficiently to identify possible root cause inside/outside components of Oracle Stack and propose action plan
• Able to coordinate, manage and evaluate information between different Product Support teams about an especific issue and present the information clearly to customers
• Assisting customers in their Journey to Cloud – transition from On Premises environments.
• Supporting customer systems and related products in Public, Private and Hybrid Cloud
• 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 International community of ASEs.
• Be a good team player sharing information between team members and rest of ASE community
• Be able to collaborate with different LOBs
• Be able to manage stressful situations while maintaining focus
• Work in a Global organization with people from different countries and cultures, while being respectful with different ways of thinking
PROFILE\:
• Bachelor’s degree in Computer Science, Engineering or equivalent experience is preferred.
• 8 Years Oracle Solaris and/or Linux on Production Systems, supporting critical environments
• Cloud environments knowledge (any vendor, any type of deployment)
• Oracle Solaris and Oracle Linux Certifications are a plus.
• Work experience in Oracle Solaris and Oracle Linux, specifically\:
o Design, implement and manage Solaris and Linux infrastructure
o Troubleshooting
o Performance tuning
o Standard Unix/Linux protocols/tools\: DNS, NTP, NFS, LDAP, Kerberos
o TCP/IP networking configuration and troubleshooting
o Unix shell programming\: sh, perl
o Solaris/Linux patch and update administration
o Oracle Virtualization technologies\: Solaris Containers, OVM for SPARC, OVM x86 (Xen)
o Storage and NAS technology (SAN, NFS, SAMBA, CIFS, iSCSI)
o Oracle Enterprise Manager Ops Center / Cloud Control
• Oracle ZFS Storage Appliance hands-on experience (installation, administration, troubleshooting)
• Infiniband topology networks expertise/troubleshooting
• Expertise in more than one Oracle Engineered Systems (Exadata, Exalogic, Private Cloud Appliance, Supercluster, Big Data Appliance, Exalytics, Database Appliance, ...)
• Nice-to-have experience/knowledge in following topics\:
o Migrations (Systems consolidation, physical to virtual, architecture redefinitions)
o Database technologies\: Oracle Database, Oracle MySQL
o Cluster software hands-on expericence (Oracle Solaris Cluster, Oracle Grid Infrastructure, Veritas Cluster)
o Backup software and tape backup technologies (Oracle Secure Backup, RMAN, Netbackup, Networker...)
o SAN components expertise (Switches, Directors, HBA's, topologies, tools, etc.)
o Other Linux/Unix Distributions (Red Hat Linux, Ubuntu or any enterprise-level Unix or Linux distribution)
o Other Virtual Machine technologies\: VMware ESXi/vSphere, Red Hat KVM
o Other Storage manufacturers (EMC, HP, NetApp, IBM...)
o Networking technologies knowledge/certification are a plus (Cisco, Juniper...)
o Openstack
o Hadoop
o Python
o ITIL methodology
• Have good communication and presentation skills to show internal and external parties knowledge about technical products or service information
• Have a can-do attitude, providing solutions proactively to identified problems
• Native (or equivalent) Spanish speaker
• Fluency in English is requested.
• Located in Madrid
• Availability to travel, in and out of Spain
• Availability for On Call and Out of Hours working
• Flexible to work in different customers and technologies or with non-specific tasks under a short-notice notification
!|!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 Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.
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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