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
To manage and resolve Customer Requests accordingto product main strategy and model.
Respond and resolve customer issues within KeyPerformance Indicator targets.
Maintain an up-to-date and in-depth knowledge of newproducts.
Ensure the timely completion of planned proactive tasksand Customer Requests.
Owning and resolving problems and managing customerexpectations throughout the life cycle in accordance with globalstandards.
Maintaining product expertise in assigned cluster.
Working towards, adopting and contributing to newprocesses and tools (ODC, diagnostic methodology, health checks, scriptingtools, etc.
o The candidates should have a
degree in Computer science.
o 3-5 years experience in using
and administrating Solaris 10/11 is a must
o Database Oracle Certified
Professional (OCP) is plus
o Strong knowledge of UNIX,
Linux and/or Windows.
o Experience in OVM
Sparc,Oracle Linux/Red Hat / OPS Center/ ZFS Storage / OVM X86 is essential
o Experience in Exadata /
SuperCluster is a plus
o Excellent written and spoken
English is a must.
o Willing to travel for long
tasks and high frequent
o Customer Focus.
o Planning and Organizing.
o Working Globally/Team
o Results Orientation.
o Have a strong Communication
o Problem Recognition and
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.