Detailed Description and Job Requirements

 

Oracle Advanced Customer Services (ACS) is a global unit within the Oracle Customer Services Organization that is set to deliver best in class, tailored support services to ensure customers will take full advantage of their Oracle technology investments.

 

The ACS Advanced Service Engineering (ASE) organization consists of a diverse, highly skilled, and specialized team of engineers, bringing deep technical expertise in the entire Oracle Product and technology set. They work with thousands of Oracle customers and this wealth of experience across all aspects of building, deploying and maintaining a customer's technical landscape is the most valuable set of commodities to our customers.

 

In close teamwork with a Technical Account Manager, the ASE builds long-term trusted relationships with Oracle’s ACS customers, delivering both proactive and reactive technical services in an effort to optimize stability, availability and performance of critical IT technology supporting their business needs, for an unmatched customer experience.

 

As integral part of a global Delivery Organization, the ASE will be working within an international multi-cultural environment and contribute to global technology driven initiatives or innovation programs for continuous improvements. Regular Trainings are available and required to maintain an up to date knowledge of latest developments of Oracle technology products and services.

 

This position is part of the ACS Cloud Platform D/CH Delivery organization. The role focuses on stable and secure production operation for Oracle Database Cloud Platforms, typically deployed on Oracle Engineered Systems or Oracle Cloud Infrastructure (OCI), as key components within a larger technology stack.

 

For this position, we look for an experienced, talented and self-motivated Advanced Support Engineer to work in a mixed model remote and onsite at our customer premises, mostly in the North part of Germany around Hamburg and Hanover. Preferred office location is Hamburg, (alternatively Düsseldorf / Frankfurt). Travelling within the country and occasionally outside of Germany may be required.

 

 

RESPONSIBILITIES:

• Client-specific and proactive support of dedicated ACS customers to ensure operational excellence of Oracle Infrastructure & Platform deployments on premise, in the Cloud or Hybrid
• Act as a trusted technology advisor for our ACS customers with a sound knowledge of the customer's Business requirements and related IT infrastructure
• Maintain effective professional relationships within the global ACS practice, with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff at various levels
• In close cooperation with the Technical Account Manager, act as a customer advocate within the Oracle eco system
• Customer solution architecture advice and reviews, conceptual support (e.g. Security, Availability, Performance, maintainability,…)
• Technical assistance with SW installation & Configuration, health checks, applying best practices for modern IT Infrastructure environments
• Performance assessments and tuning assistance
• Proactive Upgrade and Patch Management advice, Patch Implementation assistance
• Advise customers on product evolutions and new features or capabilities
• Lead to innovation by Knowledge Transfer, prepare and deliver technical workshops or training, designed to educate customers or peers on technology related updates
• In close collaboration with Oracle Global Customer Support, facilitate critical technical support tasks connected or onsite, e.g. issue reproduction and resolution, testing and validation of fixes, proactive avoidance of predictable issues…
• Assist resolution to complex or previously unknown issues, requiring technical expertise and strong interdisciplinary teamwork
• Interact with customer’s or partner’s personnel to enhance collaborative problem solving
• Facilitate root cause analysis for identified product problems
• Provide and verify fixes, workarounds or patches
• Follow through escalation management as required
• Research and respond to technical enquiries around the Oracle technology stack
• Prove business acumen and ensure highest possible customer satisfaction with Oracle's products and services

 

EXPERIENCE:

• At least 3-5 years’ hands-on experience in working with Oracle Database platform and Infrastructure products, Oracle Engineered Systems (including Exadata, Oracle Database Appliance (ODA)), Oracle Cloud Infrastructure (OCI) or comparable
• Proven Oracle DBA experience is a prerequisite
• Advanced OS Administration skills with Unix / Linux are essential, Windows skills are a plus
• Hands-on experience with Oracle Cloud / Platform and Infrastructure Components, e.g. Oracle Engineered Systems (Exadata, ODA), Oracle Linux, Oracle Secure Backup (OSB), Real Application Clusters (RAC) and Oracle Grid Infrastructure, Enterprise Manager OEM, Grid Infrastructure, Oracle VM, Oracle Directory Server, Oracle Cloud Infrastructure (OCI) public Cloud or Cloud at Customer (ExaCC) deployments or equivalent
• Experience in installation, configuration, operation, administration and maintenance of Oracle Cloud / Infrastructure Platform products is a benefit
• Practical Skills in related technologies would be an advantage: e.g. Network protocols and Security, IT security knowledge, Web technologies, load balancer, Java, xml, SQL, scripting languages,
• Experience or certification in Cloud deployment concepts and Architecture standards (IaaS, PaaS, Storage, Security,...) are considered beneficial

 PERSONAL COMPETENCIES:

• Excellent analytical skills and systematic practical orientation
• Self-motivated and resourceful, self-education attitude
• Distinct receptiveness to technology and innovations
• Strong communication skills both in English and German are required
• Good presentation and documentation skills
• Ability to identify and position solutions and services proactively for the benefit of the customer
• Work as a team-player and demonstrate own initiative
• Demonstrate ownership of complex tasks or problems and drive to completion
• Ability to work unperturbed under pressure in escalated situations
• Effective communication with different hierarchy levels
• Ability to travel on regular basis

PROFESSIONAL QUALIFICATIONS:

• University Degree or comparable education/professional experience
• Perennial work experience in a Cloud / Infrastructure Support-, Consulting- or Operation & Administration capacity would be ideal
• Oracle Certified Associate or Professional qualification or equivalent will be an advantage
• Fluency in English and German language, verbal and in writing

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.