Oracle Advanced Customer Support Services is a global organization within Customer Support Services, providing tailored mission-critical support services to customers with complex IT requirements. We provide customized, proactive solutions for all Oracle applications and technologies: Sun Servers and Storage, Database, Middleware and Applications.
Advanced Support Engineers (ASE) provides support in the continuous operational improvement of Oracle environments. ASEs do this by leveraging Oracle’s support-based intellectual property and customers’ experiences throughout their involvement with Oracle’s technologies.
Our goal is for every customer to gain ever-more value from their Oracle Solutions by helping them make well informed decisions regarding the implementation; management and use of Oracle technologies.
Core Activities and Responsibilities:
– Delivering high quality technical services to ACS customers.
– Ensuring adherence to internal methodology, tools and quality standards.
– Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities
– Work with other Oracle LOBs and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required
– Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS
– Manage and resolve Customer Requests according to product main strategy and model.
– Respond and resolve customer issues within Key Performance Indicator targets.
– Maintain an up-to-date and in-depth knowledge of new products.
– Ensure the timely completion of planned proactive tasks and Customer Requests.
– Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.
– Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.
Supervisory Responsibilities (direct and Indirect):
Related Work Experience:
– The candidate should have 5-8 years experience in using and administrating Oracle database server with strong knowledge of UNIX, Linux and/or Windows.
– Experience in RAC, DB Performance, or Backup/Recovery is a Must.
Formal Education or Equivalent:
– The candidates should have a degree in Computer science. Oracle Certified Professional (OCP) is a must/ (OCM) is a plus.
– Strong knowledge of UNIX, Linux and/or Windows.
– Experience in RAC, DB Performance, DB patching/DB upgrades or Backup/Recovery is a must.
– Experience in one or more of the following technical areas is a plus:
– Oracle Security Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning, Corruption, Exadata , Super Cluster, ZFS, ZDLRA.
– Having excellent written and spoken English is a must with strong Communication skills.
– Candidate should have Customer focus, working globally, team working and results orientation skills.
Candidate should be:
– Willing to travel for long tasks or high frequency.
– Willing to work on 24×7 and flexible hours (Out of hours and weekends
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