Advanced Customer Support - SENIOR ENGINEER EXPERIENCED ON SOA / BPM / Governance / AIA

Advanced Customer Support - SENIOR ENGINEER EXPERIENCED ON SOA / BPM / Governance / AIA

Preferred Qualifications

SENIOR ENGINEEREXPERIENCED ON SOA / BPM / Governance / AIA

ACS (Advanced Customer

Support Services) is looking for Engineers skilled and with real experience on

Fusion Middleware technology, mainly on SOA and related products and

architectures. These engineers will join the Fusion MiddlewareExpertise Center , a team which centrally delivers proactive and reactive

services for any country across the globe.

Advanced Customer

Support Services (ACS) is an organization providing tailored mission critical

support services for the full Oracle Product Stack. Advanced Customer Support

Services understands the customers’ needs and helps them to increase

availability, improve performance, mitigate risk and save cost.

ACS Engineers have the

mission to

1. develop and manage thetechnical relationship with a designated account(s) in order to maximizethe value of Advanced Customer Services to the customer,

2. to develop and maintain trustedrelationships with the other Oracle contacts within designated account(s)and relevant third parties,

3. to act as the technical primarypoint of contact for Oracle Support and

4. to safeguard customer satisfaction,and renewal, through quality delivery and value-add.

RESPONSIBILITIES:

• Delivering high quality technical results to ACSCustomers;

• Ensuring adherence to internal methodology, tools andquality standards;

• Identifying required/recommended actions on Customersystems as main output of service delivery, based on own knowledge andexperience;

• Understanding customer requirements and based on ownskills and experience, being able to design the proper architecture usingthe most appropriate products and design a technical plan to integratethem and implement the technical solution.

• Analyzing, troubleshooting and solving wheneverfeasible, the issues the customer may face using Oracle products.

• Escalating at the right time customer issues toTechnical Account Manager where relevant;

• Active participation on Services development;

• Active collaboration with other engineers in the teamor in other teams, to share knowledge, experiences and others, which canbenefit ACS Business results.

SKILLS&EXPERIENCE:

We are looking for people

experienced in installation and configuration in highly available environments,

patching, administration and monitoring, troubleshooting, and also in the design

of SOA and BPM based solutions which cover requirements transmitted by a

customer. About products where candidates must demonstrate knowledge, below you

have the list

• Oracle Service Bus (OSB)

• B2B

• Adapters

• Business Rules

• BPEL; CEP; Web Services Manager

• Business Process ManagementSuite (BPM Process Composer; Process Spaces; Workspace)

• BAM

• Related Products

• WebLogic Server

• Coherence

• WebTier (Oracle HTTPServer, Oracle WebCache)

REQUIREMENTS:

• University Degree;

• Fluent English (French; Spanishand German will be also valued)

• Availability to travel and workonsite at customers

• Availability to work 24x7

PROFESSIONAL

COMPETENCIES

• Core

• Change Agility

• Collaboration

• Communicating for Impact

• Competitive Edge

• Inspirational Leadership

• Mastering Complexity

• Performance Drive & Execution

• Functional.Support

• ResourceUtilizatiion&Development

• Technical Problem Recognition& Resolution

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 Senior Systems Engineer, you will interface with the customer

• s IT staff on a regular basis. Either at the client

• s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor

• s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle

• s core products, applications, and tools is important.

Job: Support

Location: EG-EG,Egypt-Giza

Job Type: Regular Employee Hire

Organization: Oracle