Oracle Advance Customer Support

Oracle Advanced Customer Services (ACS), a global business unit within Oracle Support, focuses exclusively on facilitating the continual operational improvement of dynamic customers’ Oracle environment— throughout the life of their Oracle solution.

ACS is a global organization within Customer Support Services, providing tailored Mission Critical Support services to maximize availability for customers with complex IT requirements. ACS is used by 78% of the global Fortune 100 companies , 94% of the S&P and Dow Jones companies and 9 out of the top 10 global banks. ACS services combines unique Oracle Development & Advanced Support expertise with Oracle tools & best practices to accelerate ROI, optimize performance and improve reliability. ACS Engineers are well trained to provide highly proactive & preventive support with diagnostic and monitoring tools to anticipate, identify and remediate issues for the most cutting edge Oracle products and mission critical systems and are focused on strategic, collaborative, long term partnerships.

Job Description

Solution Support Engineering (SSE) group is a part of Oracle’s Advanced Customer Support-North America. SSE provides technology solutions and support to some of the most premium customers in North America and the list of customers includes most of the Fortune 100 companies. SSE solutions and support services covers a wide spectrum of Oracle software and hardware products like the Core RDBMS software, Oracle applications, Fusion Middleware, ERP solutions, Exadata, Golden Gate, Weblogic etc.

SSE works in the reactive and proactive spaces for the customers. Reactive work includes helping the customers resolve their critical production issues and proactive work includes performing technical assessments of their environments, consulting, helping them in POC projects, providing knowledge transfer sessions, implementations and configurations, onsite help etc.

Requirements

  • Minimum 10+ Years experience as an Oracle applications.
  • Experience on R12 / 12.2.5 would be preferred
  • Very thorough and clear understanding of Oracle Database Architecture – including the latest version or Oracle.
  • Experience in handling complex database recovery scenarios
  • Experience in troubleshooting various installation and patching issues
  • Excellent written and verbal communication skills.
  • Ability to work under pressure – quick thinking and remaining calm during stressful situations.
  • Willingness to work in shifts and on weekends.
  • Ability to quickly grasp complex technical issues.
  • Appetite to learn new technologies and constantly improve technical skills.

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.

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