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Systems Analyst 3-Support
OracleChina-shanghaiUpdate time: October 19,2021
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Job Description

Scope

 
  • Reports to Director Oracle ACS SAP CoE
  • Works as part of the ACS Global Expertise Center, SAP CoE & DB Migrations
  • Works with Oracle/SAP customers, Oracle development, SAP support engineers and SAP development
  • Has no direct reports
  • Onside at SAP Support Shanghai

 

 

Responsibilities and Accountabilities

 
  • Oracle / SAP Development Support (3rd – last level) at SAP Shanghai
  • Resolve high level, very complex or previously unknown issues
  • Perform root cause analysis of difficult product problems and their solutions/technical escalation management, if it's necessary logging and following up bug processing
  • Interact with key customer personnel to enhance
  • Interface with Oracle development, SAP Support and SAP Development
  • Performing of review and assessments for SAP systems (e.g.Performance Review, Configuration Review)
  • Technical responsibility under the "ACS service structure" for SAP customers
  • Implement and/or review Backup & Recovery concepts and reviews for Oracle/SAP systems (including SAP br* tools)
  • Prepare and present special developed workshops for Oracle/SAP customers
  • Performing pre-sales activities
  • Technical Cooperation with partners (SAP, IBM, HP, Fujitsu, ...)
  • Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
  • Be available to work in 24x7 capability, occasional travel (worldwide)
  •  

 

Competencies

 
  • Experience in implementing high availability solutions for Oracle environments
  • Excellent product skills (RDBMS, CBO, ASM, ASSM …. and RAC/HA)
  • SAP Basic KnowHow
  • Manage escalated technical issues
  • Good written and spoken English
  • Good presentation skills (pre-sales activities on customer side and other events like SAP TechEd, DSAG SAPHIre and DOAG SIG SAP)

 

 

 


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.
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