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 :

Position Summary
Oracle Cloud Infrastructure – Compute option allows you to create instances of machine image of specific shapes. It allows Customers to create Bare Metal Instances which are ideal for single-tenant and offers preconfigured OS images as well as Custom images of Linux. It also allows customers to create Virtual Machine Instances with different shapes. Both the instance types may have Linux OS installed either as a Oracle Image or a custom image in a physical machine or a Virtual Machine. This job is about supporting Oracle Linux and Oracle VM on Oracle's Cloud Infrastructure (OCI/OCI-C).

Job Description:
This position is for remote customer support of Oracle Linux and Oracle VM products in Oracle Cloud Infrastructure. The team's primary responsibility is to diagnose, debug and resolve customer reported issues on Oracle Linux and Oracle VM for x86 family of products, working in partnership with Cloud Operations team, customers, other support teams and developers. The team members continually exercise and grow diverse skills, as they deliver the highest quality support possible to customers.

Required and desired skills include:

·  Engineering/Masters degree in Electronics / Computers / Electrical or equivalent with a solid foundation in complex software system design and development
·  3+ years of relevant industry work experience
·  Prior experience in mission–critical support role in Performance , Resizing, Scalability , Disaster Recovery or Automation
·  Experience managing and troubleshooting Linux servers in production settings
·  Experience with one or more functional areas of Linux (e.g. kernel, networking, file system, xen, storage, nfs, iscsi etc.)
·  Knowledge of Oracle Linux, RedHat, CentOS, Ubuntu and/or other Linux platforms
·  Experience with Virtualization and Cloud (Public or Private) Infrastructures.
·  Experience working in Linux Container ( Eg: Docker) and Orchestration technologies ( Eg: Kubernetes)
·  Experience working on OpenStack technologies
·  Experience working on remote management systems like ILOM, IMM, DRAC etc is plus.
·  Experience in Azure or AWS based Cloud Architecture and migration is a plus.
·  Customer focused with a pro-active and responsive approach
·  Strong written and verbal communication skills in English
·  Excellent system-level debugging skills
·  Strong analytical and troubleshooting skills
·  Good customer interaction skills
Work Conditions:

·  Work location is Bangalore, India
·  The role requires working in rotational shifts, including on weekends and public holidays (weekend/holiday shift premium allowance may be offered)