Technical Analyst 4-Support

As a Principal 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. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.

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 mode.
• 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 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 Database Security and general IT Security issues.
• Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.

QUALIFICATIONS:

SKILLS & COMPETENCIES:

Minimum technical skills:

• Database Oracle architecture knowledge and administration
• Thorough Oracle understanding of the Oracle database features and SQL Knowledge
• Extensive hands on interaction with large Database management systems
• Extensive knowledge and hands on experience working on RAC, ASM, Grid Infrastructure , High Availability, Backup and Recovery, RMAN, Performance Tuning and Networking concepts.
• Operating system knowledge (Unix, Linux and/or Windows)
• Understanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and Advanced Security Options)
  

Desirable technical skills:

• Expertise in Database Security concept of Audit/VPD/Database Vault/TDE and User Management
• Experience with UTL_HTTP package along with SSL /TCPS and Network Encryption
• Experience in Strong Authentication (including Enterprise User Security / Kerberos and CMU)
• Understanding of Oracle Security Appliances AVDF (Audit Vault and Database Firewall) and OKV ( Oracle Key Vault)
• Experience working with Oracle Enterprise Manager(OEM)
• General UNIX/Linux concepts & Administration
• OCI Foundation concepts
  

Personal competencies:

Desire to learn, or expand knowledge, about Database Security 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

Career Level - IC4