ACS Cloud Architect

Job description / Role

Oracle Advanced Customer Services (ACS) is looking for Advanced Service Engineers (ASEs) to deliver proactive and reactive technical support to customers.

The Advanced Customer Services (ACS) is a unit within Oracle's Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers. More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

The ACS Advanced Service Engineering 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.

As integral part of a global Organization, the ASE will be working within an international environment and contribute to global technology driven initiatives or innovation programs for continuous service improvements. Regular training is available and required to maintain an up to date knowledge of latest developments of Oracle products and services.

For this position, we look for an experienced, talented and self-motivated Advanced Support Engineers to work onsite or remotely from customer premises across Gulf region.

RESPONSIBILITIES:
- Client-specific and proactive support of dedicated ACS 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 ACS customers with a deep knowledge of the customer's requirements and environments
- Maintain effective professional relationships within the global ACS 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 Implementation planning
- 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
- 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:
- At least 5 years' hands-on experience in working with Oracle Cloud Infrastructure (OCI) and Cloud at Customer (ExaCC) with relevant Exa-DB services (ExaCS)
- Advanced OS Administration skills with Unix / Linux (Oracle Linux or Red Hat Linux) are essential. Solaris and Solaris-Cluster skills are a plus
- Hands-on experience in installation, configuration, operation and administration for one or more Oracle Cloud / Platform and Infrastructure products, like Oracle Engineered Systems (Exadata, Oracle Private Appliance (PCA), or cloud deployments with Oracle Cloud at Customer (ExaCC) or Oracle Cloud Infrastructure (OCI)
- Knowledge and experience with associated storage options, ZFS Storage appliance, ZFS Storage-Pool is a plus.
- Knowledge on implementing and maintaining related Oracle products: Oracle VM / KVM
- Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers. Cisco CCNA and or similar certifications are a plus
- Backup and Recovery skills with RMAN and Oracle ASM (Automatic Storage Management). ,. ZDLRA (Zero Data Loss Recovery Appliance) is a plus.
- Experience on automated deployment tools (DevOps) is a plus
- Experience as Oracle DBA is an additional plus

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 Spanish and 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

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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.