Night Shift Tier-2 24x7 NOC Engineer - Advanced Customer Support Cloud Ops

Job description

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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.

Desired profile

Qualifications :

Oracle Cloud Machine – ACS/ASE, Platform Operation Specialist

The Advanced Customer Services (ACS) practice is a unit within the Oracle Customer Services Organization (CS) that establishes long term relationships with many of Oracle's largest customers, through annual support contracts. Advanced Support Engineer (ASE) working within ACS delivers proactive and reactive technical support services to these customers, assisting them to maximize the stability, availability and performance of their critical business systems.

Oracle Cloud Machine, Platform Operation Specialists are part of the ACS Software Delivery team. The role opened is focused on Cloud Machine operation management on customer in order to support Mission Critical Production environment for Cloud Platform (IaaS, PaaS) and Database solutions. This role works on customer sites and from our Oracle Office. Training is provided to ensure the Engineer to maintain an up to date knowledge of Oracle products and services.

RESPONSIBILITIES:

- Proactively working with ACS customers to ensure their successful life experiences with Oracle Cloud Machine and Database products.
- Technical assistance with systems & software production environment
- Customer Cloud solutions concepts and reviews (e.g. IaaS, PaaS)
- System administration, configuration health checks
- Upgrade and implementation planning and advice on Patch Management
- Proactively alerting customers to product issues
- Delivery of reactive onsite technical support (Level 1 & Level 2 on-site support activities)
- Resolve known issues, according to procedures documented in Knowledge notes database
- Document unknown issue requiring expert technical knowledge
- Perform root cause analysis of difficult product problems and their solutions/technical escalation follow-up
- Interact with key customer personnel to enhance collaborative problem solving
- Providing and verifying problem workarounds or patches
- Researching and responding to technical enquiries
- Become a trusted advisor for our ACS customers
- Forming effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.

EXPERIENCE:

- Strong Unix skills (Servers, Storage & Network) are essential, additional Linux/Windows skills are useful
- Hands-on experiences with Mission Critical Datacenter Systems & Database environment administration tasks.
- Hands-on experiences on Operating Systems Virtualization (OVM Server for x86)
- Hands-on experience with Enterprise Manager Grid Control is essential.
- Experience of any of the following products and technologies will be an advantage: - Oracle Database releases 11g, 12c, Real Application Clusters (RAC), Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud Machine, Oracle Grid Infrastructure, Oracle ASM (Automatic Storage Management), Oracle Data Guard, Oracle Recovery Manager, and Oracle 9i/10g Application Server
- Experience with ITIL methodology and practices to deliver those three (3) level of on-site support practices:

Level 1 support – Filters calls and provides basic support and troubleshooting, such as password resets, products configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Level 2 support – Generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3.

Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center and other infrastructure issues.

PERSONAL COMPETENCIES:

- Proven experience in configuring, administering Oracle Systems and Databases, preferably gained in a production environment
- Excellent troubleshooting and analytical skills
- Self-motivated and resourceful
- Strong verbal and writing communication skills in English
- Ability to spot proactive services to the benefit of customer
- Ability to work as a team-player as well on own initiative
- Ability to work under pressure in escalated situations
- Ability to have effective communication with the appropriate levels when dealing with complex situations
- Ability to take ownership follow-up of (escalated) problems
- Ability to be part of a team covering 24x7 services support organized by 3 shifts period.
- Ability to cover on-call & standby services for customer staff.

PROFESSIONAL COMPETENCIES:

- Bachelor or comparable education/professional experience
- Perennial work experience in Support, IT Operation & Call Center would be ideal
- Excellent experience as Systems or Database Administrator
- Experience with Oracle Enterprise Manager Grid Control
- Some experience with Oracle Engineered Systems products will be an advantage.
- Good familiarity with UNIX, Linux and Windows environments and shell scripting
- At least 3-5 years' experience in working with Oracle Systems/Database products

As an Oracle, Platform Operation Specialist, within ACS organization you are expected to be a member of the on-site Oracle Cloud Machine operation team dedicated (24x7 shift) to problem-solving/avoidance and be highly skilled in solving complex (known and unknown) critical customer issues, following ITIL methodology/processes (incident management, problem management and change management).

Performing the assigned Systems & Database operations 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 strong guidance from management of Oracle Global, Managed Services Center of Expertise organization.

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.