Job Title\: Systems Analyst 4 Principal Support Engineer / Platinum Delivery / Patch Coordination

 

Organization Name\:  Support Services

Department Description\: Engineered Systems Patching Team

Collaborate intensively with customers to get their quarterly patching scheduled taking into account the specific requirements for the customer’s business and their systems. Making sure all Platinum systems you will be responsible for are on certified software levels. And thus provide comprehensive 7X24 patching, upgrades, and management service on Engineered Systems customer environments to improve availability and performance.

Job Description\:

As a member of the Support organization, your focus is to organize and plan Engineered Systems upgrade, patching and support solutions to the Oracle customer base while serving as an advocate for customer needs. This involves planning, scheduling and performing Oracle Engineered Systems released patches including Oracle RDBMS, CRS and ASM as well as Oracle Enterprise Linux systems.  Working with a primary point of contact for customers, you are responsible for facilitating customer upgrades and patching within the customer requested timeframes.  

This role requires to understanding the  Customer’s system and database architecture and operations, and to provide accurate and timely planning for system and database patching and upgrade tasks. The goal is to achieve the highest possible customer satisfaction. Based upon strategic direction and initiatives, you must be able to deliver tactical results of agreed upon objectives.

The Technical Support Engineer  gives a “high-touch” support to Platinum customers to ensure a smooth service experience.  This is accomplished by\:

• serving as the primary non-technical contact for all customer issues

• training customers in the effective use of Oracle support

• managing the delivery of essential services and assessments

• meeting regularly with customers to understand criticality of the customer’s systems

• coordinating the resolution of specific customer requests by bringing the proper Oracle resources to bear

Job Requirements\:

Have excellent customer service experience, excellent written and oral communication skills, structured organization skills and a thorough knowledge of IT concepts, strategies and methodologies as well as practices is essential. Preferred Qualifications\: Bachelor's and Master's degree in Computer Science or Engineering

 

 

 

 

QUALIFICATIONS

• Bachelor’s Degree in Information Technology or Computer Science or  equivalent work experience

• Experience in multi-tier architecture environment required

• High-level skills in database upgrades and patching and general computer programming and demonstrated experience in database analysis, scoping, data and process mapping

• Fundamental understanding of computer networking, systems and database technologies

• Ability to handle multiple tasks

• Excellent verbal and written English language communications skills

• Candidates must be highly motivated, must have initiative,  team-oriented, and able to meet the aggressive schedules required in a fast moving environment

• Experience with OEM, Grid control, RMAN and tape management systems

  
  DESIRED SKILLS / CERTIFICATIONS\:

• Oracle RAC, CRS, Cellcli, ASM, RMAN, Data Guard all a plus

• Oracle installation, patch and upgrade within production environments

• Experience with OEM, Grid control, RMAN and tape management systems

• Project Management skills – some

• Any Oracle certifications are a plus

• ITIL certification is a plus

   

PERSONAL ATTRIBUTES

• Self driven and result oriented

• Strong customer support and client relation skills

• Effective communication (verbal and written)

• Focus on relationships (internal and external)

• Strong willingness to learn new things and share them with others

• Influencing/negotiating

• Team player

• Customer focused

• Confident and decisive

• Expertise (maintaining professional in own discipline)

• Enthusiasm

• Flexibility

• Organizational skills

• Coaching/knowledge transfer Ability

• Strong Problem solving/analytical skills

   

!|!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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.



Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

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