Senior / Principal Advanced Support Engineer –

Oracle Advanced Customer Services (ACS)

 

Location:  Berlin / Munich / Frankfurt Germany

 

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 organization consists of a diverse, highly skilled, and specialized team of engineers. These Advanced Support Engineers bring 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.

 

To that effect, the ASE establishes long term trusted relationships with Oracle’s key customers, delivering both proactive and reactive technical support services in an effort to maximize stability, availability and performance of their critical business systems to match business requirements.

 

As integral part of a global Organisation, the ASE will be working within an international environment and contribute to global technology driven initiatives or innovation programs for continuous service improvements. Regular Training is available and required to maintain an up to date knowledge of latest developments of Oracle products and services.

 

For this position, we look for an experienced, talented and self-motivated Advanced Support Engineer to work onsite our customer premises mostly in the wider Berlin area as well as from our Potsdam Oracle Office location. Occasional travel across the country and sometimes outside of Germany may be required.

 

Working as a Database Infrastructure Specialist this position is part of the ACS Cloud Platform D/CH Delivery organisation. The role is focused on Production operation support for Oracle Database Infrastructure, mainly deployed on Oracle Engineered Systems Platforms.

 

 

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 both
• Act as a trusted technology advisor for our ACS customers with a deep knowledge of the customer's requirements and environments
• 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, High Availability, Performance, maintainability,…)
• Technical assistance with SW installation & Configuration, health checks, applying best practices for modern IT environments
• Performance assessments and tuning assistance
• Proactive Upgrade and Patch Management advice Implementation planning,
• Advise customers on product evolutions and features, avoidance of predictable issues
• 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, deliver critical technical support tasks, connected or onsite, e.g. issue reproduction and resolution, testing and validation of fixes, …
• Facilitate root cause analysis for product problems and identify method of resolution
• Provide and verify workarounds or patches
• Resolve complex or previously unknown issues, requiring deep technical expertise and strong interdisciplinary teamwork
• Interact with key customer personnel to enhance collaborative problem solving
• Follow through escalation management as required
• Research and respond to technical enquiries
• 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 and Infrastructure products, in particular Oracle Engineered Systems including Exadata, Oracle Database Appliance (ODA), Oracle Cloud Infrastructure (OCI) or comparable platforms
• Strong proven Oracle DBA experience are a prerequisite
• Advanced OS Administration skills with Unix / Linux are essential, additional Solaris, Solaris-Cluster and Windows skills are a plus
• Hands-on experience with one or more Oracle Cloud / Platform and Infrastructure Components, preferably Oracle Engineered Systems (Exadata, ODA), Oracle Linux, Oracle Secure Backup (OSB), Real Application Clusters (RAC) and Oracle Grid Infrastructure, Enterprise Manager OEM, Grid Control, Oracle VM, Oracle Directory Server, Oracle Cloud Infrastructure (OCI) public Cloud or Cloud at Customer deployments
• Experience in installation, configuration, operation and administration of Oracle Infrastructure Platform products, preferably Exadata/ODA is a benefit
• Solid Skills in related products and technologies would be an advantage: Network switches, Networks protocols, Network Security (firewalls), load balancer, Java, xml, SQL, shell scripting
• Experience with ZFS Storage appliance, ZFS Storage-Pool, Oracle ASM (Automatic Storage Management) is an additional plus

 PERSONAL COMPETENCIES:

• Excellent analytical skills and systematic practical orientation
• Self-motivated and resourceful, self-education attitude
• Distinct receptiveness to technical innovations
• Strong communication skills in English and German verbal and in writing
• 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
• Ability to work unperturbed under pressure in escalated situations
• Effective communication with appropriate hierarchy levels
• Demonstrate ownership of complex (escalated) issues or problems
• Ability to travel on regular basis

PROFESSIONAL QUALIFICATIONS:

• University Degree or comparable education/professional experience
• Perennial work experience in a Support, Consulting, IT Operations or Administration organization would be ideal
• Oracle Certified Associate and/or Professional qualification will be an advantage

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 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 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).