Oracle Technical Analyst 4-Support in Bengaluru, India
Technical Analyst 4-Support
Oracle IaaS Cloud Support Delivery
Global Customer Support – Cloud - Iaas Job Description
This role requires skills from a blend of traditional infrastructure technologies, Cloud IaaS and PaaS offerings.
We are looking to recruit a Principal Software Engineer to the established Oracle Iaas Cloud Support team. The successful candidate will be located in India. The team’s main responsibility is to troubleshoot highly complex technical issues related to the Iaas Cloud and within areas, Storage, Networking, and Operating System. The Engineer should have good hands on experience on UNIX, Linux and/or Solaris platforms. The selected candidates are expected to work in partnership with customers, other support engineers and developers to deliver a superior ownership experience to the customer. The selected candidate will have opportunities to become an Expert / Guru in cloud technologies. The candidate will be widely regarded as a subject matter expert in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/she should be able to perform their assigned duties with a great degree of independence requiring minimal direction. The Engineer is expected to be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address extremely complex, critical customer issues.
The main role of a Support engineer is to troubleshoot highly complex technical problems (Cloud Iaas offerings) requiring high level of technical expertise
--Understanding and practical experience with IaaS categories of Cloud computing.
-Works directly with customers
-Participates in weekend rotation and shifts
-Participates in initiatives that improve overall product and documentation quality
-Participates in product/platform testing
-Drives improvements in product quality
-Serves as Situation Manager on highly sensitive Customer issues
-Consults with Management in directing resolution of critical Customer situations
-Consults with Customers on complex use of Oracle products
-Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc
-Creation/Review of Knowledge Articles
-Contribute significantly towards the “My Oracle Support” Database communities
-Analyzes work load, determines best practices and implements changes to improve productivity
-Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities
Who are we looking for?
Technical degree i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineering / Math / Physics / Chemistry or proven professional and technical experience.
Greater than 9 years of industry experience
We are looking for a core technical person, who has hands-on OS and networking experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge.
-General UNIX/Linux concepts & Administration
-Operating System and Infrastructure experience with Linux, Windows 7, Unix, and RedHat.
-Need strong Linux skills , should know how to perform commands on the command line
-Managing Kernel Parameters, Partitioning and File systems
-System administration tasks in support of operations.
-Working knowledge of storage technologies.
-Virtualization support and architectural experience.
-Self driven and result oriented
-Demonstrate excellent diplomacy, negotiation and collaboration abilities.
-Strong Problem solving/analytical skills
-Strong customer support and client relation skills
-Effective communication (verbal & written)
-Focus on relationships (internal & external)
-Strong willingness to learn new things and share them with others
-Confident and decisive
-Coaching/knowledge transfer Ability
-Ability to write technical Bulletins
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 cloud 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 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 cloud products. Have an understanding of all Oracle cloud 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.
WHO SHOULD APPLY?
Customer service technical people, having 9 years of experience.
WHAT DOES THE JOB OFFER?
A Unique opportunity and long term career possibilities in different directions.
There is no formal dress code for this position; however, the candidate will be required to follow customer dress codes in the event that they will be asked to travel to the customer site.
Travel may be required for training or as needed at the customer’s request. The candidate should have a valid drivers license and a passport for the ability to travel upon request.
The candidate should not expect to have to work overtime on a regular basis, but may be required on an as needed basis. The work hours would need to be flexible as you will have to adhere to each customer's scheduled time frames.
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).
Job Type: Regular Employee Hire