Senior Support Engineer
Engineered Systems - Platinum Delivery Team
Oracle Corporation is the world’s leading supplier of software for information management, and the world’s second largest independent software company. With annual revenues of more than US$ 10.1 Billion, the company offers its hardware and software solutions, along with related consulting, education, and support services, in more than 60 countries around the world.
As a member of the Platinum Support organization, your focus is to deliver specific post-sales service to the Oracle customer base while serving as an advocate for customer needs. This involves monitoring and patching customer’s top–end systems, installing and maintaining Oracle Gateway solutions, resolving 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. As 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.
DEPARTMENT DESCRIPTION: Engineered Systems Platinum Delivery Team
Implement and maintain the Platinum services technical infrastructure. This includes Platinum Gateway installation and maintenance (mainly Linux), as well as installation, configuration and maintenance of Oracle Enterprise Manager and related tools.
QUALIFICATIONS: Bachelor’s Degree in Information Technology or Computer Science orequivalent work experience Experience in multi-tier architecture environment required Fundamental understanding of computer networking, systems and database technologies Ability to handle multiple tasks Excellent verbal and written English language communications skills Candidates must be highly motivated, have initiative, be team-oriented and able to meet aggressive schedules required in a fast moving environment Experience with Oracle Enterprise Manager / Grid Control
DESIRED SKILLS / CERTIFICATIONS: Thorough understanding of System Monitoring techniques Experience with System Monitoring tools: Experience with Oracle Enterprise Manager is a plus Installing, Configuring & Patching Oracle Management Server and Agents Discovering Database Targets and other Oracle Targets Troubleshooting OMS and Agent startup and agent unreachable issues Using Blackouts Using EM Console on day-to-day basis for Database Management & Monitoring activities Good understanding of Security requirements in remote service Good Understanding of Networking, ability to diagnose and configure Experience with Linux Operating system (install/patch/diagnose) Programming in C, Java, Perl, SQL/PL-SQL is a plus Knowledge of Oracle and/or MySQL Database is a plus
PERSONAL ATTRIBUTES: Self driven and result oriented Strong customer support and client relation skills Effective communication (verbal and written) Focus on relationships (internal and external) Strong willingness to learn new things and share them with others Team player Confident and decisive Expertise (maintaining professional in own discipline) Enthusiasm Flexibility Organizational skills Coaching/knowledge transfer Ability Strong Problem solving/analytical skills
SHIFTS and OVERTIME:
The candidate should not expect to have to work overtime on a regular basis, but may be required on an as needed basis. The work hours would need to be flexible as you will have to adhere to each customer's scheduled timeframes.
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