Technical Analyst 5-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. 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.

Responsibilities

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 modelOwning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standardsWorking towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)Contributing to Knowledge Management content creation and maintenanceWorking with development on product improvement programs as requiredOperating within Oracle business processes and proceduresRespond and resolve customer issues within Key Performance Indicator targetsMaintaining product expertise within the teamDeveloping and maintaining expertise around Database Security and general IT Security issuesMaintain an up-to-date and in-depth knowledge of new products released in the market for supported productQUALIFICATIONS:Bachelor’s degree in Computer Science, Engineering or related technical field8+ years of proven professional and technical experience in database, network or system administrator role.Excellent verbal and written skills in EnglishSKILLS & COMPETENCIES:Minimum technical skills:Strong Oracle Database Fundamentals knowledge. Able to comprehend and relate between Database objects, background processes.SQL knowledgePL/SQL knowledgeOperating system knowledge (Unix, Linux and/or Windows)Desirable technical skills:Strong exposure and hands on experience of Oracle Database High Availability features (RMAN, Backup/Recovery, Restoring, Hot/Cold Backup, Database Corruption)Experience in Real Application Clusters.Network administrationUnderstanding of Oracle Grid Control, or at least 1 other major (non-database) Oracle product (for example EBS, Weblogic, etc.)Strong hands on knowledge in Oracle Data GuardAwareness of DB Sharding and True CacheShift:We are looking for qualified people who can cover shift 2 (1:30pm to 10pm IST)Personal competencies:Desire to learn, or expand knowledge, about Database Security and associated productsCustomer focusStructured Problem Recognition and ResolutionExperience of contributing to a shared knowledge baseExperience of Support level work, like resolving customer problems and managing customer expectations, and escalations.CommunicationPlanning and organizingWorking globallyQualityTeam WorkingResults oriented

Qualifications

Career Level - IC5

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.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.