Oracle Technical Analyst 2-Support in Dalian, China

Technical Analyst 2-Support

Preferred Qualifications

Summary

of Cloud Central Role

The

Cloud Central team acts as a liaison between CloudOps and customers regarding

both planned and unplanned events impacting customer environments. The role

requires familiarity with Cloud environments and light product support and

troubleshooting as Cloud Central engineers triage incoming issues to determine

if they are product or operational in nature. In addition it will include

responsibilities to help minor provisioning issues.

Cloud

Central Responsibilities

  • Act

as bridge between CloudOps team and external customers during planned and

unplanned events

  • Provide

24/7/365 Support to both the CloudOps team and external customers

  • Provide

CloudOps team with required customer information needed to troubleshoot an

operational event

  • Provide

external customers with up-to-date, relevant information regarding the status

of operational events impacting their environment

  • Verify

and confirm operational events are either occurring or have been resolved

  • Help

troubleshoot minor provisioning issues

  • Work

closely with CloudOps to manage capacity of Cloud environments

Knowledge

requirement

 Experience in an

application support role in any Middleware Infrastructure (WebLogic,IBM,

Oracle) based applications running on Solaris / Linux/Windows operating systems

using Oracle databases)

 Basic Knowledge on

Database admin activity (Ex Start/Stop,Data File management, Virtual memory

management) ,

 Basic knowledge on

Network admin activity (viz port opening, DNS, File protocols)

 Basic Knowledge on

Infrastructure, platforms (viz server management Startup.shut down, user

creation, kernel, CPU utilization, expand/monitor disk space)

 Basic knowledge on

any Web-server (Oracle, websphere, iplanet, jboss)

Basic knowledge on storage management (managing the IO resource, raw device

mapping, storage RA's)

Cloud

Central Tasks

  • Monitor incoming Environment related Service Request (SRs) queue

  • Confirm

customer’s issue through series of tests

  • Engage

CloudOps for operational events impacting the Cloud environment

  • Post

and update customer facing alerts for operational events impacting the Cloud

environment

  • Provide

customer SRs with updates regarding the status of the issue impacting their

Cloud environment

  • Monitor

a 24/7 chat room with CloudOps team where information can be shared regarding

issues

Cloud

Central Requirements

  • Customer focused. Willingness to interact directly and frequently with

customers on the phone and through SRs

  • Strong

communication skill

  • Process

oriented

  • Good

grasp on Web technology and moderate troubleshooting skills

  • Ability

to multi-task in stressful, deadline-driven situations

Typicalissueswe handle

 Managing Cloning of Applications

(production to test and Test to Test)

 Federation/SSO Enablement: Explaining

Oracle Identity Federation setup and kick start that process

 FTP/SFTP/Port Opening issues, VPN

issues, Akamai enablement

 Email Template changes -change the

content of an email template

 Assisting in provisioning of

applications

 Enabling Administrators/changing

Admins, mass user additions-Password resets, account lockout -IP Whitelisting

 Cloud Portal Related issues

 My Account, My Servicesand

Application Service Notification related queries

 Cloud Adaptor to enable data

extraction

 Resend welcome emails and New Admin

set up related issues

Patching & NLS Patching, Patch requests and Language packs

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

Job: Support

Location: CN-CN,China-Dalian

Job Type: Regular Employee Hire

Organization: Oracle