Platinum Implementation Senior Support Engineer

Oracle

România
Permanent
Full-time

Acum 25 de zile

Job Description: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)Career Level -Responsibilities:As a member of the Platinum SW Support Delivery team, your focus is to deliver specific post-sales services to the Oracle customer base while serving as an advocate for customer needs. This involves installation, configuration and maintenance of the Monitoring Solution centered on Oracle Advanced Support Gateway, which represents the foundation for delivering the Oracle Platinum Services provided to Oracle Premium Customers.As primary point of contact for customers during the monitoring solution implementation or re-implementation stage, you will be responsible for solving and answering technical or non-technical customer enquiries related to the Platinum Services and solutions provided, facilitating resolution by engaging engineering and development teams, provide advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.Platinum Implementation Team scope:Implement Platinum Services technical infrastructure. This includes Oracle Advanced Support Gateway installation and configuration for different Platinum eligible Engineered Systems (Exadata, SuperCluster, Private Cloud Appliance, ZFS, ZDLRA, etc), as well as installation and configuration of Oracle Enterprise Manager, Auto Service Request Manager and other related tools.QUALIFICATIONS:

Bachelor's Degree in Information Technology, Computer Science or equivalent work experience
Experience in multi-tier architecture environment required

TECHNICAL SKILLS / CERTIFICATIONS DESIRED:

Very good understanding and extensive experience with Linux Operating systems (install/patch/diagnose)
Good understanding of networking, ability to diagnose and configure
Knowledge of Oracle and/or MySQL Database is a plus
Programming in Shell, Python, Perl, SQL/PL-SQL. Understanding, writing and troubleshooting scripts is a plus.
Good understanding of Security requirements for remote services
Thorough understanding of System Monitoring techniques, Oracle products or similar:

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 related Agents
Using EM Console on day-to-day basis for Database Management & Monitoring activities
Good understanding of Security requirements for remote services
English Language: excellent reading, writing and speaking

PERSONAL STRENGHTS:

Self-driven and result oriented
Strong customer service orientation
Excellent communication skills (verbal and written)
Strong organizing skills: able to handle and manage multiple tasks by planning, coordination and prioritization
Adaptable, flexible and able to jump seamlessly from one task to another in a fast moving environment
Strong troubleshooting and analytical skills
Strong willingness to learn new things, develop the technical skills on new technologies
Coaching and knowhow sharing abilities
Enthusiastic, confident and team player

RESPONSIBILITIES:Implement / Re-implement a Platinum Monitoring Solution for Oracle customersAs a Platinum Implementation Support Engineer you will be involved in the technical activity for setting up the monitoring solution that stays at base of Platinum Services. That includes working remotely with the customer and Oracle internal teams to:

Provide remote assistance for setting-up and install the Oracle Advanced Support Gateways in customer's data centers. Install Oracle Enterprise Manager on the gateways.
Provide remote assistance and help customers setting up the network connectivity. Perform connectivity testing.
Deploy and configure the monitoring solution for eligible Engineered Systems to be added into Platinum monitoring (Exadata, SuperCluster, Private Cloud Appliance, ZFS, ZDLRA, etc), according with the deployment monitoring guides in place.
Deploy and configure OEM Agents, discover Engineered System targets through OEM, configure AutoSR Manager and other specific gateway components to ensure a complete end to end solution implementation.
Test and validate de deployment, making sure all components are well monitored.
Troubleshoot implementation steps, solve failures and provide feedback to development team for corrections on the deployment tools and processes used along the implementation steps.
Re-implement the monitoring solutions whenever it is broken.
Implement / Re-implement monitoring on other type of services except Platinum, like Cloud at Customer, Monitoring and Advisory Services for Applications Unlimited, etc.

Take part to the specific projectsAs a Platinum Implementation Support Engineer, you will take part to the projects specific to the implementation area. Some project examples below:

Test implementation flows for new versions of applications that are part of the Platinum Services backend infrastructure, and tools we use in the implementation process.
Be part of pilot project for setting us the flows for monitoring implementation for other services than the ones we already have in our portfolio.
Work closely with Engineering and Development teams, provide feedback on the tests for correcting the bugs.

Subject Matter ExpertAs a Platinum Support Engineer you will act as a Subject Mater Expert in the Platinum area, providing valuable technical advisory and recommendations for both customers and internal Oracle teams on the specifics of the services in our scope.You will need to master the Oracle Products, applications, tools and processes in our scope, have in-depth knowledge of several products and/or platforms. 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 act independently while researching and developing solutions to customer issues.As Subject Matter Expert, you will attend specific meetings with Oracle Engineering, Development and Project teams around the world, having as scope improving the products and services we deliver to our customers.Service Request queue managementTrack all the activity through the Service Requests opened in My Oracle Support, answer customer questions, provide updates on the progress, etc.EXPERIENCE:

The job duties that will be assigned to you are varied and complex. You may also be assigned as project lead role on various projects. To be successful in this position, you'll need to have a minimum of 4 years experience with Core Oracle products or similar products, Linux operating systems and networking.
Experience in a similar position, sysadmin role is preferred.
Technical degree is preferred: BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry

SHIFTS and OVERTIME:The candidate should not expect to work overtime hours on a regular basis. Nevertheless, may be required on as needed basis, for critical projects, escalated tickets and tight deadlines. Overtime hours are considered outside of the normal business hours and are remunerated separately, according to the Oracle internal policies.About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Which includes being a United States Affirmative Action Employer

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