Preferred Qualifications 

Oracle Advanced Customer Services (ACS) is a global unit within the Oracle Customer Services Organization that is set to deliver best-in-class, tailored services to ensure customers will take full advantage of their Oracle technology investments. More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

 

The ACS Advanced Service Engineering (ASE) organization has highly skilled and specialized teams of engineers. These ASE 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 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 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, creative and self-motivated systems management expert with experience in Intelligent Operations technologies and products like Oracle management Cloud (OMC) and Observability & Management Platform (O&M).

 

Work will be remotely, in Oracle offices or in customer premises as required. Occasionally travelling internationally will be required.

 

Key Responsibilities

• Proactively working with ACS customers to ensure their successful deployment of OMC and O&M products in On Premises and Cloud environments.
• Assisting customers in their Journey to Cloud
• Supporting customers Oracle solutions in Public, Private and Hybrid Cloud
• Delivering, according to internal methodology and quality standards.
• Identifying required / recommended actions on Customer systems as main output of service delivery, based on available best practices and delivery methodology and tools.
• Recommending in relation to the technical competency areas.
• Proposing integrations to existing delivery methodology and tools to fit new products or services.
• Contributing to testing and validation of tools defined for delivery of service.

 

• Working closely with the ACS Technical Account Manager (TAM) to ensure that the individual work streams are technically well managed.
• Being connected to the global Oracle OMC and O&M community
• Actively lead and contribute to strategic ACS initiatives
• Work closely with different ACS team making implementation and operation of Mission critical environment a success.

 

 

Required Skills and knowledge: 

• Oracle Management Cloud (OMC) or equivalent experience (other products like Kibana, New Relic, Splunk, Grafana, Dynatrace would be a plus)
• Experience in Oracle Enterprise Manager (OEM): monitoring, automation, Fleet Maintenance (OMC integrates with OEM)
• Knowledge on Intelligent Operations, Artificial Intelligence and Machine Learning
• Knowledge of Oracle Cloud Infrastructure (OCI)
• Oracle Certifications are a plus.
• Experience using at least two of the following development languages is a plus: Java, Javascript, C#, Ruby, Python
• Experience or able to learn new languages and frameworks like nodeJs
• Knowledge about one of the Oracle Applications (on-premise and cloud) is preferred: Siebel, Peoplesoft, EPM, eBusiness Suite
• Experience in Testing and Monitoring full stack applications: Load balancers, app servers, database.
• Familiar with Linux-based systems
• Educated to degree level or equivalent, Bachelor’s degree in Computer Science, Engineering or equivalent experience is preferred.
• At least 4 years of experience in IT ideally in the systems management are.
• Fluent in English writing and speaking, other languages as Spanish or Italian are a plus.
• Excellent analytical, problem solving, written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization
• Have a positive, resilient and creative attitude with an open and agile mindset in front of challenging situation.
• Proactive communication using the appropriate content and distribution
• Displays a professional image in front of the customer. Able to convince customers and others to own point of view. Acts as a trusted advisor (a source of truth) to the customer
• Proactively works towards objectives and goals, delivering expected and agreed results within given deadlines. Checks progress of work against targets and takes appropriate action to keep on course. Ensures start and end points and milestones are clearly defined to reduce uncertainty
• Shows concern for the quality, standards and accuracy of own work
• Breaks down complex problems/issues to determine suitability and makes appropriate assessments and recommendations
• Thinks outside the box and is creative with solutions
• Proactively takes ownership of tasks and challenges and sees them through
• Asserts authority when occasion/situation demands (escalation)
• Ability to be a technical team leader. Coaches team members in relevant skills. Finds ways to recognize the contributions of others in the team.
• Delegates appropriate tasks and monitors progress.
• Behaves with integrity, and acts as an ambassador for Oracle at all times
• Strives to build effective interpersonal relationships with colleagues, third parties and customers

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.