Technical Analyst 4-Support
Oracle
Bucharest, Romania
5 zile în urmă

Preferred Qualifications


Summary of Position:
A successful candidate for the Principal Technical Support Analyst position will provide technical client support, manage escalations, and help the team address wide variety of technical issues across Oracle’s Health Sciences Global Business Unit (HSGBU) product lines. You will be working on complex problems, while balancing an increased workload in a fast-paced environment and working closely with the Development and Quality Assurance groups. It is essential you follow Oracle HSGBU procedures to ensure that all contractual support obligations are being met. Lastly, it is important to continually develop an increased knowledge of the Oracle HSGBU product lines and industry standards.
 
Under the direction of Management, you will address and resolve all software issues brought to our attention by the clients in a timely fashion. You will be responsible for managing more complex challenges escalated by the Tier I group. It will be your responsibility to facilitate a resolution to all escalated issues brought to your attention. You will also be involved in writing complex SQL queries, PL/SQL procedures.
 
As a Team Member, you will be responsible for working closely with our clients, providing customer advocate program, to develop custom solutions required to solve their technical and business problems. In addition, you may be asked to assist our Development groups with some maintenance level programming as well as QA activities.
 
The willingness to work in different / alternate work hours, including weekends (Saturday and Sunday), Night shifts, and also on Public Holidays is required.
 
Additional Requirements:
• Preparing relevant technical bulletins and contributing solutions to the corporation.
• Developing and maintaining Standard Operating Procedures (SOPs) and quality system documentation.
• Strong inclination towards diving deep into technical side of the product lines.
• There may be a necessity to work in shift timings and weekends (with comp-offs on other days).
• Experience within the Healthcare and Life Sciences industries.
• InForm product experience is a big plus.
• Strong written and verbal communication skills in English.
• Customer focused, with a pro-active and responsive approach.
• Able to understand and define customer needs.
• Able to travel to customers’ locations to provide occasional on-site support.
• Excellent telephone and e-mail etiquette is essential.
Education and Experience Required:
• Bachelors in Computer Science or equivalent with relevant experience.
• 8+ years of overall experience in providing support for complex software products.
• Proven ability to troubleshoot and resolve complex issues in a customer facing environment.
• Demonstrates a sound knowledge across any of the key Oracle HSGBU Products (DMW & LSH / InForm suite / Healthcare).
• Solve complex problems, and presents different professional/technical scenarios and approaches by applying specialist knowledge.
• Keep abreast of tools, methods, and techniques, thereby acting as an internal resource in a particular area of expertise/specialist knowledge.
• Ability to read, write and debug programs written in PL/SQL, SQL.
• Answer product-related technical questions on issues using and running the PL/SQL compiled codes.
• Assist and advise on basic database tuning using the database debugger.
• A solid understanding and hands-on experience installing, configuring, monitoring and managing Oracle databases on all platforms (including UNIX, Citrix) – versions 11g and12c.
• Experience in WebLogic 11g and 12c to analyze problems/errors effectively.
• A solid understanding of the Oracle/SQL Server Backup, restoration and performance tuning.
• Demonstrated expertise with SQL, PL/SQL programming language, XML, VB Script, C#, Windows, UNIX scripting.
• Understand
• Experience with the Win2000, Win2003, UNIX, Linux Operating Systems.
• Bachelors in Computer Science or equivalent with relevant experience.

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).

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, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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