Systems ,  Infrastructure, and  VMware Specialist

Preferred Qualifications

 

Oracle Advanced Customer Services (ACS) is looking for Advanced Service Engineers (ASEs) to deliver proactive and reactive technical engagements to customers. The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers. More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

The ACS Advanced Service Engineering organization consists of a diverse, highly skilled, and specialized team Advanced Support Engineers (ASE) who bring deep technical expertise in the entire Oracle Product and technology set.

As integral part of a global Organization, 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 Engineers to work onsite or remotely from customer premises mostly in the Cairo area. Occasional travel across the country and sometimes outside of Egypt may be required.

Working as systems and infrastructure Architect this position is part of the ACS Delivery organization. The role is focused on Production operation support for Oracle Infrastructure products, mainly deployed on Oracle Engineered Systems Platforms but also in VMware and SPARC platforms, and on Cloud Infrastructure (OCI) or Cloud at Customer (ExaCC) deployments.

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 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

EXPERIENCE AND TECHNICAL SKILLS:

• Solid hands-on experience in migrating or transforming large and complex customer solutions from on-premise environments to public or hybrid-cloud solutions
• Experience with VMware environments including experience with vSphere, vSAN, NSX-T, SRM, HCX, Horizon, vRealize Suite, and/or VMware products
• Hands on experience with Virtualization Platforms like KVM/XEN/HyperV/VMware
• Experience in IPsec and SSL VPN, Load Balancing, Routing Protocols, SSH, Network Monitoring / Troubleshooting tools
• Knowledge of IPv4, IPv6, HSRP/VRRP, OSPF, BGP, MPLS and VRF
• Experience with firewall implementations (Layering, DMZ, SNAT/DNAT)
• In depth knowledge of various cloud & on-premise infrastructure components & Networking
• At least 5 years’ hands-on experience in working with one of the following: Oracle Database and Infrastructure products, in particular Oracle Engineered Systems including Exadata, Oracle Database Appliance (ODA), Oracle Cloud Infrastructure (OCI), Oracle Exadata Cloud at Customer (ExaCS and ExaCC) or comparable platforms
• Advanced OS Administration skills with Unix / Linux (Oracle Linux or Red Hat Linux) are essential. Solaris and Solaris-Cluster skills are a plus
• Knowledge and experience is associated storage options, ZFS Storage appliance, ZFS Storage-Pool
• Knowledge on implementing and maintaining related Oracle products: Real Application Clusters (RAC) and Oracle Grid Infrastructure, Enterprise Manager OEM, Grid Control, Oracle VM / KVM, Oracle Directory Server
• Will add a plus to have solid knowledge and experience on the following topics:
  • Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers. Cisco CCNA and or similar certifications
  • Backup and Recovery projects. RMAN,. ZDLRA (Zero Data Loss Recovery Appliance) and Oracle ASM (Automatic Storage Management)
  • Experience on automated deployment tools (DevOps)
  • Experience as Oracle DBA 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 Spanish and English verbal and in writing
• Good presentation and documentation skills
• 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
• Excellent Incident and Problem Management skills.
• Flexibility to work within a “Follow the Sun” global shift rota, covering local OR non-local day-time hours, including holidays and weekends, on a rotational basis
• Ability to be “on-call” support as part of an on-call rotation shared across team members
• Willing to travel for long tasks or high frequency

 

Detailed Description and Job Requirements

 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 infrastructure specialist , 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 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).