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Job description / Role
Job Description
The Customer Success Services (CSS) organization consists of a diverse, highly skilled, and specialized team Advanced Support Engineers (ASE) who bring deep technical expertise in the entire Oracle Product and technology set
For this position, we look for an experienced, talented and self-motivated Advanced Support Engineers to work onsite or remotely from customer premises Or Cloud.
The role is focused on Production operation support for Oracle Infrastructure products, mainly deployed on Oracle Engineered Systems Platforms but also in SPARC platforms, and on Cloud Infrastructure (OCI) or Cloud at Customer (ExaCC) deployments.
Job Responsibilities:
- Client-specific and proactive support of dedicated CSS customers to ensure operational excellence of Oracle Infrastructure & Platform deployments on premise, in the Cloud or both
- Act as a trusted technology advisor for our CSS customers with a deep knowledge of the customer's requirements and environments
- Maintain effective professional relationships within the global CSS practice, with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff at various levels
- In close cooperation with the Technical Account Manager, act as a customer advocate within the Oracle eco system
- Customer solution architecture advice and reviews, conceptual support (e.g. Security, High Availability, Performance, maintainability,)
- Technical assistance with installation & configuration, health checks, applying best practices for modern IT environments
- Performance assessments and tuning assistance
- Proactive Upgrade and Patch Management advice and/or patch implementation
- Advise customers on product evolutions and features, avoidance of predictable issues
- Lead to innovation by Knowledge Transfer, prepare and deliver technical workshops or training, designed to educate customers or peers on technology related updates
- In close collaboration with Oracle Global Customer Support, deliver critical technical support tasks, connected or onsite, e.g. issue reproduction and resolution, testing and validation of fixes, ...
- Facilitate root cause analysis for product problems and identify method of resolution
- Provide and verify workarounds or patches
- Resolve complex or previously unknown issues, requiring deep technical expertise and strong interdisciplinary teamwork
- Interact with key customer personnel to enhance collaborative problem solving
- Follow through escalation management as required
- Research and respond to technical enquiries
Requirements
EXPERIENCE AND TECHNICAL SKILLS:
- Hands-on experience in installation, configuration, operation and administration for one or more Oracle Cloud / Platform and Infrastructure products, preferably Oracle Engineered Systems (Exadata, ODA), Oracle Private Appliance (PCA), or cloud deployments with Oracle Exadata Cloud at Customer (ExaCC) or Oracle Cloud Infrastructure (OCI)
- Strong OS Administration skills with Unix / Linux (Oracle Linux) are essential. Solaris and Solaris-Cluster skills are a plus
- Knowledge and experience in associated storage options, ZFS Storage appliance
- Knowledge on implementing and maintaining related Oracle products: Real Application Clusters (RAC) and Oracle Grid Infrastructure, Oracle ASM (Automatic Storage Management), Enterprise Manager OEM, Oracle VM, Oracle Directory Server
- Experience with Cloud Observability and Management platform (O&M).
- Oracle Security is must..
- Will add a plus to have knowledge and experience on the following topics:
* Backup and Recovery projects. RMAN,. ZDLRA (Zero Data Loss Recovery Appliance)
* Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers.
* Experience on automated deployment tools (DevOps)
* Sql et scripting (shell, python, etc)
* Any of the following Cloud technologies : Oracle OCI, Kubernetes, Ansible, Terraform, virtualization technologies (Xen, KVM, Docker, others)
* Oracle Database releases 11g and/or 12c or 19c
PERSONAL COMPETENCIES:
- Excellent analytical skills and systematic practical orientation
- Self-motivated and resourceful, self-education attitude
- Distinct receptiveness to technical innovations
- Strong communication skills in English verbal and in writing
- Good presentation and documentation skills
- Work as a team-player and demonstrate own initiative
- Ability to work unperturbed under pressure in escalated situations
- Effective communication with appropriate hierarchy levels
- Demonstrate ownership of complex (escalated) issues or problems
- Ability to travel on regular basis
- Ability to work in Standby basis (24x7), or scheduled out of hours operations
- Ability to work Fridays - Saturdays and Holidays.
PROFESSIONAL QUALIFICATIONS:
- University Degree or comparable education/professional experience
- Previous work experience in a Support, Consulting, IT Operations or Administration organization would be ideal.
- Oracle Certified Associate and/or Professional qualification will be an advantage and/or OCI certifications.
About the Company
Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.
Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.
More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.