Systems Analyst 3 - Support
Job Details
Skills And Tools:
Job Description
- 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)