Senior Oracle Applications Administrator - Apps DBA

 Job description

Solution Support Center (SSC) is a premium support service offered by Oracle's Advanced Customer Services (ACS).  SSC provides the customer with a highly personalized advanced level expert reactive and proactive support on Oracle products like database, engineered systems, applications, middleware etc.

Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identify the root cause.

Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options, etc.

Responsibilities:

1. 1. Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle products.
   2. Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
   3. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
   4. The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
   5. Educate and walk the customer through the problem-solving process.
   6. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
   7. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)
   8. Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.

 

Experience/Knowledge of the following is mandatory:

1. 1. Manage and Support Oracle Database, Middleware and E-Business Suite Applications environments.
   2. Implement and coordinate changes to Infrastructure, Database, Middleware and Application layers.
   3. Hands on experience with Scripting, Automation using high-level languages such as Python with strong Object-Oriented concepts.
   4. Simplify Server/Service Management and reduce Incidents and Problems.
   5. Expertise in Cloud Platforms and Migration of On-Premise systems to OCI.
   6. Support & Maintain Oracle EBS Suite High Availability Design Spanning Data Centers - Database Node (RAC, Active Dataguard, Physical Standby, Snapshot Standby, Switchover, Failover). Web Node (Load Balance Web Nodes, DNS/Network Configuration) Forms Node (Load Balance Forms Nodes, Servlets), Parallel Concurrent Processing (Distribute load), Adding an EBS Node in a Shared Application Tier Filesystem.
   7. Oracle Applications 11i/R12 Support and maintenance activities like refresh and patching on multi-node environments.
   8. Database upgrade to 19c and E-Business Suite Application upgrade to 12.2.x
   9. Hands-on experience on FMW products(Weblogic, OBIEE and SOA).
   10. Knowledge on IDCS, Identity and access management products
   11. Service Level Agreement - Manage Planned Downtime and Recover from Unplanned Downtime within SLA
   12. Capacity management, recommendations and managing implementation.
   13. Good knowledge on Linux/Unix Admins
   14. OCI certification is an added advantage
   15. Willing to work in 24x7 rotations

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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).









Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.