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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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

Career Level - IC4

Responsibilities

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 the Linux operating system, Oracle Enterprise Manager, and other tools. You will be responsible for flawlessly operating a 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 for 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

Exceptional customer service skills, strong written and verbal communication abilities, excellent organizational skills, and a deep understanding of IT concepts, strategies, methodologies, and best practices are essential. Willingness to work in a 24/7 environment, including night shifts.

QUALIFICATIONS

· Bachelor’s/Master's Degree in Information Technology or Computer Science or equivalent work experience

. 8+ years of overall experience, with a minimum of 5 years of experience as an Oracle DBA

· Working experience in Oracle RAC and Multitenant architecture environments

· OCA | OCP | OCE | Oracle Exadata Database Machine Implementation Essentials

· Fundamental understanding of computer networking, systems, and database technologies

· Experience with Oracle Enterprise Manager / Grid Control environment

· Excellent verbal and written English language communication skills

DESIRED SKILLS / CERTIFICATIONS

· Oracle Database Expertise: Strong knowledge of Oracle Database and a solid understanding of customer support processes

· Oracle Engineered Systems: Extensive experience with Engineered Systems products (https://www.oracle.com/in/engineered-systems/)

· Oracle Auto Service Request (ASR) Proficiency: Proficiency in installing, configuring, and using Oracle Auto Service Request (ASR)

· Oracle Management Server and Agent Expertise: Expertise in installing, configuring, upgrading, and patching Oracle Management Server (OMS) and Management Agents

· OEM and EM Console Proficiency: Expert in OEM target discovery, EM Console features, and troubleshooting OMS/Agent startup and unreachable issues

· Automation and Scripting Skills: Familiarity with automation tools and scripting languages (e.g., Shell scripting, Python) to streamline administrative tasks

· Linux and Networking Knowledge: Strong background in the underlying Linux Operating System and networking concepts

· Cloud Concepts and Platforms: Moderate proficiency in cloud concepts and platforms

· Oracle DBA Responsibilities: Proficient in the daily activities and responsibilities of an Oracle DBA

· Programming Skills: Knowledge of programming languages (e.g., C, Java, Perl, SQL/PL-SQL, etc.)

· Additional Technical Skills: Knowledge of shell scripting, APEX, and Ansible would be considered valuable additional advantages

PERSONAL ATTRIBUTES

· Exceptional Customer Support and Customer Relationship Management : Skilled in understanding customer's needs and building lasting professional relationships.

· Strong Communication Skills (Verbal and Written) : Able to convey ideas clearly and effectively, both in person and through written correspondence.

· Strong Organizational Skills : Efficient at managing tasks, priorities, and deadlines in fast-paced settings.

· Self-Moivated and Results-Driven : Consistently strives to achieve goals and deliver results with minimal supervision.

· Learner and Knowledge Advocate : Eager to acquire new skills and proactively share knowledge to benefit the team.

· Relationship-Focused : Dedicated to fostering positive relationships with both internal teams and external stakeholders.

· Collaborative Team Player : Values teamwork and actively contributes to achieving shared goals.

· Adaptable and Flexible : Able to thrive in dynamic environments and embrace change.

· Relationship-Focused : Dedicated to fostering positive relationships with both internal teams and external stakeholders.

· Subject Matter Expertise : Maintains a high level of professionalism and proficiency in core areas of responsibility.

WHO SHOULD APPLY?

8+ years of overall experience, with a minimum of 5 years of experience as an Oracle DBA, and Open to working in a 24/7 environment, including night shifts,

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 customer's scheduled time-frames.

The candidate needs to be ready to work assigned shifts.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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