Technical Analyst 3-Support

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.

Career Level - IC3

RESPONSIBILITIES:

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
• Contributing to Knowledge Management content creation and maintenance
• Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
• Operating within Oracle business processes and procedures
• Respond and resolve customer issues within Key Performance Indicator targets
• Maintaining product expertise within the team
• Developing and maintaining expertise around RAC Database and general RAC/ASM issues
• Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

QUALIFICATIONS:

• Bachelor s degree in Computer Science, Engineering or related technical field
• 5+ years of proven professional and technical experience in database, network or system administrator role, preferably in RAC environment.
• Excellent verbal and written skills in English
  

SKILLS & COMPETENCIES:

Minimum technical skills:

• General Oracle Database administration and maintenance including Backup and Performance Tuning
• Working experience in RAC environment
• SQL knowledge
• Operating system knowledge (Unix, Linux and/or Windows)
• Basic Networking concepts

Desirable technical skills:

• In depth Understanding of Oracle RAC Database, administration and maintenance
• Understanding of Oracle ASM
• Network administration

Personal competencies:

• Desire to learn, or expand knowledge, about Oracle database and associated products
• Customer focus
• Structured Problem Recognition and Resolution
• Experience of contributing to a shared knowledge base
• Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.
• Communication
• Planning and organizing
• Working globally
• Quality
• Team Working
• Results oriented