The Cloud Central team acts as a liaison between CloudOpsand customers regarding both planned and unplanned events impacting customerenvironments. The role requires familiarity with Cloud environments and lightproduct support and troubleshooting as Cloud Central engineers triage incomingissues to determine if they are product or operational in nature. In additionit will include responsibilities to help minor provisioning issues.
Cloud Central Responsibilities
·Act as bridge between CloudOps team and externalcustomers during planned and unplanned events
·Provide 24/7/365 Support to both the CloudOpsteam and external customers
·Provide CloudOps team with required customerinformation needed to troubleshoot an operational event
·Provide external customers with up-to-date,relevant information regarding the status of operational events impacting theirenvironment
·Verify and confirm operational events are eitheroccurring or have been resolved
·Help troubleshoot minor provisioning issues
·Work closely with CloudOps to manage capacity ofCloud environments
Cloud Central Tasks
·Monitor incoming Environment related ServiceRequest (SRs) queue
·Confirm customer’s issue through series of tests
·Engage CloudOps for operational events impactingthe Cloud environment
·Post and update customer facing alerts foroperational events impacting the Cloud environment
·Provide customer SRs with updates regarding thestatus of the issue impacting their Cloud environment
·Monitor a 24/7 chat room with CloudOps teamwhere information can be shared regarding issues
·Customer focused. Willingness to interactdirectly and frequently with customers on the phone and through SRs
·Strong communication skill
·Good grasp on Web technology and moderatetroubleshooting skills
·Ability to multi-task in stressful, deadline-drivensituations
Detailed Description and Job Requirements
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.
As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)