Systems Analyst 3 - Support

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)