Senior Support Engineer - Telecom SDP

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)

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired profile

Qualifications :

Oracle is a leader in the Communications industry with an unparalleled track record of customer success. Oracle provides flexible software based solutions that transform the operator's key business drivers including service delivery, service creation, order orchestration, offer management, provisioning, billing, revenue assurance, analytics, customer care, reporting, Intelligent Network control and unified user profile.

Only Oracle offers you the widest choice of enterprise and carrier-grade software applications, middleware, database technology, and decision-support tools for the communications industry.

Oracle provides investment protection and continues to bring strong technologies to the Communications market.

Network operators use Service Delivery Platforms (SDP) to develop, deploy, and host end-user services

Communications service providers (CSPs) are looking to standards-based platforms to build and deploy revenue-generating services on next-generation networks such as IP multimedia subsystems (IMS) and VoIP. They require programming environments that support open standards, enable service portability and facilitate rapid innovation and differentiation without sacrificing service quality. The Oracle SDP meets these needs by providing an open, standards-based execution environment that combines Internet-like development speed through Service-Oriented Architecture (SOA) and software component reusability with carrier-grade performance and reliability. Building on the high performance and high availability capabilities of Oracle® Fusion Middleware and Oracle's grid infrastructure, the Oracle SDP is well suited in an IMS deployment scenario, where it serves as a highly-scalable, fault tolerant SIP application and presence server, enabling CSPs to build and deploy revenue-generating services that are portable across networks

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.

Our Support Teams are part of Global Customer Support and they are spread globally. SDP support in US, Romania, India, and China.

Function

A Senior Support / Principal Engineer is responsible for maintenance and support of system components for the Oracle SDP (Service Delivery Platform) product range (smart communication and Value Added Services for telecommunications service providers operating on all generation networks).

The Senior Support / Principal Engineer provides technical support and is knowledgeable in Oracle SDP software utilisation and platforms (hardware/OS/database). The Engineer is able to work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions.

The Senior Support / Principal Engineer has good communication skills, and maintains contact with Customers and their representatives while diagnosing and fixing faults. They also maintain communication with other Oracle SDP Support Teams – including HUB and Sustaining Support (provided by Oracle SDP Engineering group). The experienced Engineer is also expected to guide less experienced team members in the process and practice used within the Support team.

Under the direction of their local Support Manager (or local Team Lead), Senior Support / Principal Engineers are responsible for analysing Incidents, restoring Platforms and assisting Engineering Teams to resolve Incidents for components and solutions in the Oracle SDP product range.

Duties and Responsibilities

The responsibilities and goals of the job are as follows:

· Customer Support

o Learn existing Oracle SDP Products and Services and/or other Oracle components which may form part of the solution.

o Analyse, diagnose, and provide workarounds until the fix can be supplied to the customer.

o Be available for flexible hours by negotiation to fix important issues.

o Adhere to company and department policies and procedures

· Problem Analysis and Follow-Up

o Gather the necessary information for the Sustaining Support teams to resolve a problem.

o Respond to customers questions.

o Follow the status of a Problem ticket and make sure that assigned ones are updated.

o Assist and advise the Support Manager, Account Manager and/or other support stakeholders as required.

· Project Handover Work

o Manage time scales (milestones and deadlines) for the handover of projects and go-life to the Support Team(s) as required.

o Highlight, escalate and assist in the resolution of issues and problems.

o Keep all stakeholders informed of progress and/or issues.

· Teamwork

o Self-managing, takes initiative and is pro-active in everything they do.

o Assist all support team staff as required in order to meet deadlines and Oracle SDP Customer support priorities.

o Participate in the upskilling and training of colleagues and new staff.

o Provide support and encouragement to other team members.

o Establish an excellent creative design environment.

o Continually focus on improvement.

· Customer Service

o Establish and maintain trust with the customer at all times.

o Communicate with the customer as required.

o Provide technical assistance to the customer as required..

o Identify opportunities to involve the customer in the software design process.

o Address customer complaints and dissatisfaction as required.

o Identify and manage customer expectations as required.

o Identify tasks requested by the customer that do not fit in the maintenance scope and initiate change requests accordingly.

·  On-Call

o Senior Support / Principal Engineers share the on-call responsibility for Customer Support.

o Frequency that Support team members are expected to carry and respond to the 24/7 support phone depends on the business need and size of the team

·  Other

All other tasks and responsibilities reasonably required
Essential Skills and Experience

· Knowledge and Experience

o Experienced in, or has shown an interest in, the Information Technology industry, preferably Telecommunications.

o Ability to quickly gain a working knowledge of the Oracle SDP architecture.

o 5 years of work experience in Telecommunications domain and/or 5 years of work experience in a technical analyst-related occupation; and,

o 5 years of experience in deep dive debugging and troubleshooting of telecom protocols, including SIP, SS7, CAP;

o 5 years of experience in deep dive debugging and troubleshooting of network protocols, including TCP/IP, SSH, HTTP, SMTP;
- Working knowledge on Application Server solutions, including Weblogic, Websphere, and Tomcat;

o 5 years of practical experience in Unix administration maintenance and troubleshooting, including work with Solaris version of Unix;

o 2 years of experience in Java and the ability to design and develop simple reproducers;

o Not specifically required but an asset

§ Installing and troubleshooting Oracle Communications Services Gatekeeper or equivalent other vendor solution; and,

§ Installing and troubleshooting Oracle Communications Converged Application Server or equivalent other vendor solution

§ Platform knowledge (Cisco, EMC etc).

o Highly skilled in Unix (Solaris) and with knowledge of databases (Oracle in particular).

o Knowledge of scripting languages (ie: shell scripting, PERL).

o Knowledge of Networking protocols (TCP/IP).

o Understanding of the software development lifecycle.

o Preferred University degree in the field of engineering, mathematics or computer science.

· Skills

o High level of English – both written and spoken.

o Able to establish and maintain trust with our Customers.

o Capable of quickly understanding technical issues and learning new technical skills.

o Time management skills.

o Ability to work independently.

o Continual focus on improvement of Oracle Support practices.

o Keeps up-to-date with test tools and techniques.

· Attitudes

o Be self-managing, proactive, constructive, and take initiative.

o Very strong team player.

o Ability to develop effective relationships at all levels within the company, customer and partner organisations.

o Ability to relate to a full range of people - both technical and non-technical, internal and external, from a wide-range of countries and cultures.