Technical Analyst 4-Support
Oracle
Bengaluru, IN,India, IN
2d ago
Job Description - Technical Analyst 4-Support (200010QN)

Job Description

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Preferred Qualifications

GlobalCustomer Support – Exadata:

Job Description

We are looking to recruit a Principal Software Engineer to the established Oracle Database Exadata support team. The successful candidate will be located in India. The team’s main responsibility is to troubleshoot highly complex technical issues related to the Oracle Exadata and within areas like Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, Security, Networking, Enterprise Manager etc. The Engineer should have good hands on experience on UNIX, Linux and/or Solaris platforms . The selected candidates are expected to working partnership with customers, other support engineers and developers to deliver a superior ownership experience to the customer. The selected candidate will have opportunities to become an Expert / Guru in Database technologies. The candidate will be widely regarded as a subject matter expert in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/she should be able to perform their assigned duties with a great degree of independence requiring minimal direction. The Engineer is expected to be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address extremely complex, critical customer issues.

RESPONSIBILITIES

The main role of a Support engineer is to troubleshoot highly complex technical problems (Oracle Database) requiring high level of technical expertise

  • Works directly with customers
  • Participates in weekend rotation and shifts
  • Participates in initiatives that improve overall product and documentation quality
  • Participates in product/platform testing
  • Drives improvements in product quality
  • Serves as Situation Manager on highly sensitive Customer issues
  • Consults with Management in directing resolution of critical Customer situations
  • Consults with Customers on complex use of Oracle products
  • Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.
  • Creation/Review of Knowledge Articles
  • Contribute significantly towards the “My Oracle Support” Database communities
  • Analyzes work load, determines best practices and implements changes to improve productivity
  • Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities

  • Who are we looking for?

    QUALIFICATIONS

    - Technical degree i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineering / Math / Physics / Chemistry or proven professional and technical experience.

    - Greater than 9 years of industry experience

    TECHNICALSKILLS

    We are looking for a core technical person, who has hands-on Database administration experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge. You should have expertise in Real Application Cluster (RAC), Dataguard & ASM/Storage areas. Operating systems expertise / SA &general awareness on rest of the areas mentioned below, will be an added advantage

    - Database architecture knowledge and administration

    - Experience with clustering technologies from different vendors

    - Thorough understanding of the Oracle database features

    - Extensive hands on interaction with large Database management systems

    - Backup and Recovery, RMAN, knowledge of various restore and recovery scenarios.

    - Performance Tuning, Parallel query, Query tuning

    - Networking

    - Partitioning

    - Database Security

    - Enterprise Manager

    - General UNIX/Linux concepts & Administration

    - Managing Kernel Parameters, Partitioning and File systems

    PERSONAL ATTRIBUTES

  • Self driven and result oriented
  • Strong Problem solving/analytical skills
  • Strong customer support and client relation skills
  • Effective communication (verbal & written)
  • Focus on relationships (internal & external)
  • Strong willingness to learn new things and share them with others
  • Influencing/negotiating
  • Team player
  • Customer focused
    Confident and decisive
  • Enthusiasm
  • Flexibility
  • Coaching/knowledge transfer Ability
  • Ability to write technical Bulletins
  • 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 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. Services may be frequently provided by on-site customer visits.

    Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

    Job

    :Support

    Travel

    :No

    Location

    :IN-IN,India-Bengaluru

    Job Type

    :Regular Employee Hire

    Organization

    :Oracle
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