Technical Analyst 3-Support

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)

Desired profile

Qualifications :

Job Title : Systems Analyst 3 Senior Support Engineer / Platinum Delivery / Platinum Implementation & Maintenance

Location : Bangalore

Organization Name : Support Services

Department Description : Engineered Systems Platinum Implementation Team

Implement and maintain the Platinum services technical infrastructure. This includes Platinum Gateway installation and maintenance (mainly Linux), as well as installation, configuration and maintenance of Oracle Enterprise Manager and related tools.

Job Description :

As a member of the Support organization, you will focus on implementing Platinum service for our high-end customers globally, via remote connection. You will install, configure and maintain Oracle Advanced Support Gateway including Linux operating system, Oracle Enterprise Manager and other tools. You will be responsible for flawlessly operating continuous monitoring environment for our customers.

This role requires the Oracle Platinum Implementation Engineer to understand the objectives of our top end Platinum service and to implement this service accordingly. This job requires excellent technical knowledge of Operating systems and enterprise management tools, combined with customer focus. The goal is to provide excellent service and achieve the highest satisfaction of our top customers.

A successful candidate should be widely regarded as a subject matter expert in their current role and demonstrate the ability to resolve complex problems or identify acceptable workarounds. The candidate should be able to perform their assigned duties with a great degree of independence and require minimal direction. The candidate should be adept at building relationships across organizations and leveraging these relationships to resolve cross-product issues.

Job Requirements :

Excellent customer service experience, excellent written and oral communication skills, structured organization skills and thorough knowledge of IT concepts, strategies methodologies and 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

· 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, have initiative, be team-oriented and able to meet aggressive schedules required in a fast moving environment

· Experience with Oracle Enterprise Manager / Grid Control

DESIRED SKILLS / CERTIFICATIONS :

· Installing and Configuring OMS (Oracle Management Server)

· Installing and Configuring Management Agents

· OMS and Agent Upgrade & Patching

· Discovering Database Targets and other Oracle Targets

· Proficiency with EM Console Features

· Troubleshooting OMS and Agent startup and agent unreachable issues

· Troubleshooting EM Performance

· Setting-up e-mail notifications

· Using Blackouts

· Using EM Console on day-to-day basis for Database Management & Monitoring activities

· Linux Operating system knowledge

· Programming in C, Java, Perl, SQL/PL-SQL

· Good understanding of Support and Oracle diagnostics tool sets

· Knowledge of Oracle Database

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

· Team player

· Confident and decisive

· Expertise (maintaining professional in own discipline)

· Enthusiasm

· Flexibility

· Organizational skills

· Coaching/knowledge transfer Ability

· Strong Problem solving/analytical skills

WHO SHOULD APPLY?

Customer service people, having 2+ years of experience.

WHAT DOES THE JOB OFFER?

A Unique opportunity and long term career possibilities in different directions.

SHIFTS and OVERTIME
The candidate should not expect to have to work overtime on a regular basis, but may be required on an as needed basis. The work hours would need to be flexible as you will have to adhere to each customer's scheduled timeframes.

The candidate needs to be prepared to work assigned shifts.