Oracle Systems Analyst 2-Support in Bengaluru, India

Systems Analyst 2-Support

Preferred Qualifications

Oracle DBA - Bangalore(1-2 Years)

Proactively

working with ACS customers to ensure their successful life experiences with

Oracle Cloud Machine, Oracle Exadata and Database products.

  • Technical assistance with systems &

software production environment

  • Customer Cloud solutions concepts and reviews

(e.g. IaaS, PaaS)

  • System administration, configuration health

checks

  • Proactively alerting customers to product

issues

  • Delivery of reactive onsite technical support

(Level 1 & Level 2 on-site support activities)

  • Resolve known issues, according to procedures

documented in Knowledge notes database

  • Document unknown issue requiring expert

technical knowledge

  • Perform root cause analysis of difficult

product problems and their solutions/technical escalation follow-up

  • Interact with key customer personnel to

enhance collaborative problem solving

  • Providing and verifying problem workarounds or

patches

  • Researching and responding to technical

enquiries

  • Become a trusted advisor for our ACS customers

  • Forming effective professional relationships

with Oracle Technical Account Managers, Oracle Product Support and customer

staff, at all levels, to ensure customer satisfaction with Oracle's products

and support organization.

EXPERIENCE:

  • Experience of any of the following products

and technologies will be an advantage: - Oracle Database releases 11g, 12c,

Real Application Clusters (RAC), Oracle Exadata ,Performance Tuning, Oracle

Dataguard

DB Architecture - Knowledge on RAC / ASM / Data

Guard / Wallet / Vault / Security Services (TDE) / PL SQL.

  • Experience to deliver those three (3) level of

on-site support practices:

  1. Level 1 support Filters calls and provides

basic support and troubleshooting, such as password resets, products

configurations, break/fix instructions, ticket routing and escalation to Level

2 and Level 3 support. Level 1 may also provide support for identified Level 2

and Level 3 issues where configuration solutions have already been documented.

  1. Level 2 support Generally handles break/fix,

configuration issues, troubleshooting, software installations, hardware repair

(including in-house repair or coordinating depot services). They handle

escalated issues that Level 1 support is not equipped to handle. Level 2 will

sometimes escalate to Level 3.

  1. Level 3 support Troubleshooting,

configuration, database administration, and repair for server, network,

infrastructure, Data Center and other infrastructure issues.

PERSONAL COMPETENCIES:

  • Experience in configuring, administering

Oracle Systems and Databases, preferably gained in a production environment

  • Excellent troubleshooting and analytical

skills

  • Self-motivated and resourceful

  • Strong verbal and writing communication skills

in English

  • Ability to spot proactive services to the benefit

of customer

  • Ability to work as a team-player as well on

own initiative

  • Ability to work under pressure in escalated

situations

  • Ability to have effective communication with

the appropriate levels when dealing with complex situations

  • Ability to take ownership follow-up of

(escalated) problems

  • Ability to be part of a team covering 24x7

services support organized by 3 shifts period.

  • Ability to cover on-call & standby

services for customer staff.

Salary: Not Disclosed by Recruiter

Industry: IT-Software at https://www.naukri.com/it-software-jobs / Software Services at https://www.naukri.com/software-services-jobs

Functional Area: IT Software -

Application Programming at https://www.naukri.com/it-software-application-programming-jobs , Maintenance at https://www.naukri.com/maintenance-jobs

Role Category:

Admin/Maintenance/Security/Datawarehousing

Role: DBA

Employment Type: Permanent Job, Full Time

Keyskills:

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 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 have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

Job: Support

Location: IN-IN,India-Bengaluru

Job Type: Regular Employee Hire

Organization: Oracle