Job Information
Oracle Senior Systems Analyst - Support (DB, OCI) in ZAPOPAN, Mexico
Job Description
The Engineer should have good hands on experience on Linux, Unix and/or Solaris platforms. The selected candidates are expected to work in partnership with customers, other support engineers and developers to deliver a superior ownership experience to the customer. The selected candidate will have opportunities to become an Expert in Oracle Database, Exadata and Cloud technologies. The candidate will be widely regarded as a subject matter expert in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/she should be able to perform their assigned duties with a great degree of independence requiring minimal direction. The Engineer is expected to be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address extremely complex, critical customer issues.
Technical Skills:
The main role of a Support engineer is to troubleshoot highly complex technical problems (related to Oracle Database/Exadata) requiring a high level of technical expertise.
Good knowledge and solid troubleshooting experience in all areas of Oracle database technology.
Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery
Oracle Exadata - Database Machine Administration (DMA).
Oracle Exadata - full stack patching.
Good Experience in Oracle GoldenGate & troubleshooting skills.
General Oracle Database Administration tasks.
Experience in database upgrades, migrations, installations and patching
Good knowledge and experience on Oracle Database Backup and Recovery (RMAN).
Experience on Oracle Database High Availability, Real Application Clusters (RAC).
Implementation and Maintenance of Oracle Database Disaster Recovery, Data Guard.
Expertise in Oracle Database Performance Tuning.
Oracle Enterprise Manager - Cloud Control / Grid Control.
Strong Communication, presentation, facilitation and influencing skills.
Ability to quickly learn and understand application of new technologies.
Ability to quickly grasp complex technical issues
Willingness to work in shifts and on weekends
Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
Oracle Cloud Infrastructure knowledge is a plus.
Preferred Qualifications:
Bachelor's degree in Computer Science, Information Technology, related filed or equivalent.
More than 4 years of experience as an Oracle database Administrator or Exadata Administrator.
Relevant certifications in Oracle Database, Exadata and Oracle Cloud Infrastructure are a plus.
Good written and spoken English communication skills. Candidate will be working remotely with high-profile customers around the world.
Career Level - IC3
Responsibilities
As a member of the CSS 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 Senior 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.
Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
Providing guidance and assistance either as required or as part of longer term engagements with key customers.
Providing reactive onsite and/or remote technical assistance in close cooperation with Global Support and Product Development for problem analysis and investigation.
Ability to cover ad hoc requests, either in local customers or out of country.
To take part in customer meetings where technical input is required for critical (P1) or escalated issues and provide advice as needed.
To generate and maintain customer deliverable(s) / documentation for customers.
Be available to work in 24x7 capabilities if an escalation requires flexibility in work schedule.
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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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