Job Description - Fusion Applications Technologies Senior Support Engineer - Database Performance (19000SBF) Preferred Qualifications
Fusion Application Technologies Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting existing and new customers.
It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall.
If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.
From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle
The position is for the Fusion Applications Technologies team & focus area is Performance.
Performance team interacts with customers & will play a critical role in providing mission critical support in performance triage and resolution for Fusion SaaS cloud environments.
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.
Essential Duties and Responsibilities
Lead and drive closure of Customers Performance issues by closely working with Cloud Performance, PSR and Product Development etc.
Effectively communicate with both internal and external customers through both written and verbal forms
Jill Hulme, Director of Strategic Initiatives Marketing, overcame the impossible and transformed into a triathlete. She applies her fearlessness and determination to #LifeatOracle
Participate within post mortem investigations and provide review and resolution suggestions for both internal and external customer consumption
Participate in external customer meetings to review and address received escalations and communicate next steps in performance experience improvement for their respective Fusion Cloud Environments.
Drive skill set improvement and product / environment support knowledge through the team consumption of new documentation and best practice information delivered from Core Product teams
Automation with diagnostic improvements and rollout of fully automated solution to uncover performance issues in Fusion SaaS environment and thereby fixing of such issues by working with Cloud Performance team in improving customer satisfaction.
Ability to articulate complex customer performance issues to Cloud Performance team & partner with them for resolution.
Responsible for analyzing and recommending solutions to performance problems with enterprise business applications.
Experience in Profiling and monitoring tools, Network monitoring, Fiddler etc
Strong knowledge of performance concepts such as response time, throughput, system resource utilization.
Strong knowledge of DB performance area such as analyze AWR , SQLHC , Explain plan and identify slow SQL issue in Oracle Database.
Experience in using Oracle Enterprise Manager Cloud Control to analyze performance bottlenecks
Experience in analyzing JFR, Heap Dump, Stuck Threads etc
Analyzes the design and architecture of enterprise business applications and components to study the performance characteristics of the applications.
Identifies and drives optimization changes in the application design & production environment to improve customer experience for mission / business critical IT applications.
General knowledge of the following categories of network systems : Multiprocessing, Threading, Distributed systems, Load Balancing and High Availability
Exposure to Software profiling and performance tuning knowledge i.e. JProfiler
Familiarity with Java Heap heuristics and garbage collection policies
Good knowledge of Java profiling tools
a) JRockit Mission Control, a profiler
b) Eclipse Memory Analyzer, a memory analysis tool that also has some performance related features.
c) Your Kit Java Profiler is a performance and memory JVM profiler.
Expert in troubleshooting and analyzing HeapDump, Memory, JFR & Stuck Threads Analysis
Exposure to Scripting
Exposure to CDN e.g akamai
Exposure to Performance Load Testing
Required Knowledge, Skills, Abilities, and Background :
Engineering / Master’s degree in Electronics / Computers / Electrical or equivalent with a solid foundation in complex software system design and development
10+ years of relevant industry work experience
Prior experience in mission critical support role in Performance , Resizing, Scalability, Disaster Recover and Automation
Familiarity of industry change management best practices
Strong written and verbal communication skills to coordinate with local and English oriented teams
Project planning and management experience
Knowledge of Oracle Enterprise Linux, Red Hat, and / or other Oracle Linux platforms
Basic Knowledge on any of the scripting language - Python, Perl, CGI, C, shell scripting, and PHP
Operator level experience is not sufficient.
Strong technical knowledge in Oracle Fusion Middleware (SOA, BAM etc), Oracle Business Intelligence Enterprise Edition (OBIEE), and Oracle service oriented architecture (SOA), Oracle Data Integrator, J2EE
Good knowledge in Oracle Database (RAC, ASM) on Oracle Exadata machines
Strong technical knowledge in Oracle Enterprise Manager Grid Control 12c
Strong technical knowledge in WebLogic Administration, Network, Storage appliances and System Administration.
Good technical knowledge of current network hardware and standards
Hands on hardware and software troubleshooting experience in Fusion Middleware, WebLogic and Fusion Application or any ERP products
Certification(s) in Administration of : Oracle Database, WLS, SOA
Required Personal Attributes
Strong customer service orientation
Proven analytical and problem solving abilities
Good written and oral communication skills
Enriching interpersonal skills
Ability to present ideas in business friendly and user friendly language
Highly self-motivated and directed
Keen attention to detail
Ability to effectively prioritize and execute tasks in a high pressure environment
Experience working in a team oriented, collaborative environment
Excellent problem solving, critical thinking, and communication skills
Ability to work in an extremely fast paced and challenging environment
Excellent command of written and spoken English
Ability to work in a fast paced environment on multiple issues at a time with individuals from multiple departments, regions and cultures.
Work Conditions :
On call availability. As a 24X7X365 organization, bank / public holiday cover, weekend cover and on-call responsibilities on rotation would be required (weekend / holiday shift premium allowance may be offered)
Participation in occasional meetings scheduled outside of standard business hours
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)As part of Oracle's employment process candidates will be required to complete a pre-
employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).