SQL & Unix Systems Analyst - Delivery & Customer Support

Mandatory Skills:

• Bachelors degree in computer science (B.Tech or BE preferred) with two years of relevant experience
• Proficient in English with excellent communication skills
• Strong understanding of cloud computing principles and functionalities, including IaaS, PaaS, and SaaS
• Willingness to work 24/7, including weekends and shifts as needed
• Ability to coordinate, organize, and prioritize work activities for yourself and others
• Proven customer service skills
• Competence in documenting processes and activities clearly, as well as maintaining service desk records, including incident reports and knowledge base articles
• Customer-oriented mindset
• Ability to multitask and manage diverse responsibilities
• Skilled in building relationships with key stakeholders and senior management
• Familiarity with IT service desk metrics and processes
• Proficiency in SQL and UNIX is mandatory, along with knowledge of Oracle Database and cloud concepts
• Strong expertise in writing and understanding of Oracle SQL/PLSQL
• Strong decision-making, convincing skills to bring down complex discussions to closure supported by right arguments and facts

Good to Have Skills:

• Understanding of database initialization parameters, logs, and traces
• Experience working on complex software development/integration projects
• Experience in scripting tool like Unix shell, Python, Perl
• Oracle cloud certification

Responsibilities:

• Deliver support and solutions to Oracle's customers
• Guide and assist customers throughout the product lifecycle to ensure successful product use
• Serve as the primary link between the company and customers, providing insights on processes, applications, and technology
• Address both technical and non-technical inquiries via phone, email, or a ticketing system
• Act as a key contact point for customer relationships and provide internal assistance as needed
• Collaborate with customer IT staff to resolve technical issues (SQL/UNIX knowledge required), emphasizing clear communication, effective resource use, and timely progress
• Work with general guidance from senior engineers, while also managing some tasks independently
• Strive for the highest level of customer satisfaction while working autonomously
• Address partner concerns and ensure smooth resolution of issues
• Possess the ability to diagnose and resolve basic technical issues
• Escalate unresolved or complex problems to senior analysts or other IT teams as necessary
• Ensure timely resolution of issues while adhering to service level agreements (SLAs)Self-Test Questions:To determine if you're a good fit for this role, consider the following self-test questions:
• Do I have hands-on experience in Oracle SQL query tuning using various hints, indexes, effective joins?
• Do I know how to do Oracle OTBI & BIP report development?
• Am I proficient in SQL and capable of writing optimized queries?
• Can I troubleshoot BIP/OTBI performance complex issues involving SQL queries, scheduling, and executions?
• Do I know the best practices on developing reports for various functional modules?
• Do I document performance issues and their solutions for enhancing techniques within the team?
• Do I have any expertise in analyzing logs to diagnose performance issues related to the performance of OTBI/BIP reports?