Systems Analyst 3 - Support

Oracle - Cairo

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Experience Needed:
5 to 8 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job
  • Delivering high quality technical services to ACS customers.
  • Ensuring adherence to internal methodology, tools and quality standards.
  • Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities
  • Work with other Oracle LOBs and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required
  • Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS
  • Manage and resolve Customer Requests according to product main strategy and model.
  • Respond and resolve customer issues within Key Performance Indicator targets.
  • Maintain an up-to-date and in-depth knowledge of new products.
  • Ensure the timely completion of planned proactive tasks and Customer Requests.
  • Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.
  • Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.
Job Requirements

Advanced Customer Services is a global organization within Oracle, providing tailored mission-critical support services to customers with complex IT requirements. We provide customized, proactive solutions for all Oracle applications and technologies: Sun Servers and Storage, Database, Middleware and Applications.

Advanced Services Engineers (ASE) provides support in the continuous operational improvement of Oracle environments. ASEs do this by leveraging Oracle’s support-based intellectual property and customers’ experiences throughout their involvement with Oracle’s technologies.

Our goal is for every customer to gain ever-more value from their Oracle Solutions by helping them make well informed decisions regarding the implementation; management and use of Oracle technologies.

CORE ACTIVITIES AND RESPONSIBILITIES:

  • Delivering high quality technical services to ACS customers.
  • Ensuring adherence to internal methodology, tools and quality standards.
  • Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities
  • Work with other Oracle LOBs and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required
  • Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS
  • Manage and resolve Customer Requests according to product main strategy and model.
  • Respond and resolve customer issues within Key Performance Indicator targets
  • Maintain an up-to-date and in-depth knowledge of new products.
  • Ensure the timely completion of planned proactive tasks and Customer Requests.
  • Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.
  • Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.

Related Work Experience

The candidate should have MIN 5-8 years of experience in using and administrating Oracle database server with strong knowledge of UNIX, Linux and/or Windows. Experience in RAC, DB Performance, or Backup/Recovery is a Must.

Formal Education or Equivalent:

The candidates should have a degree in Computer science or similar. Oracle Certified Professional (OCP) is a must/ (OCM) is a plus in Oracle platform products including database, Cloud certified is preferred.

Skills

  • Strong knowledge of UNIX, Linux and/or Windows.
  • Experience in RAC, DB Performance, DB patching/DB upgrades or Backup/Recovery is a must.
  • Experience in one or more of the following technical areas is a plus:
  • Oracle Security Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning, Corruption, Exadata , Super Cluster, ZFS, ZDLRA.
  • Having excellent written and spoken English is a must with strong Communication skills.
  • Candidate should have Customer focus, working globally, team working and results orientation skills.

Others (Mandatory):

Candidate should be:

  • Willing to travel for long tasks or high frequency.
  • Willing to work on 24x7 and flexible hours (Out of hours and weekends)
About this Company

With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in software as a service, platform as a service, infrastructure as a service, and data as a service.

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