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Oracle IDM Systems Analyst in Guadalajara/Zapopan, Mexico

IDM Systems Analyst

Preferred Qualifications

ORACLE'S ADVANCED CUSTOMER SUPPORT SERVICES - ACS

  • Facilitate customer relationships with Support and provide

advice and assistance to internal Oracle employees on diverse customer

situations and escalated issues.

  • Resolve high level, very complex, or previously unknown

issues requiring expert technical knowledge of Oracle Enterprise Identity

Management 11g and supporting troubleshooting tools.

  • Support various Oracle Identity Manager Components and

Security Provisioning Workflows and Business Processes.

  • Performance tune Oracle Security Solution Stacks.

  • Apply knowledge of Oracle Identity Management Suite installation.

  • Troubleshoot and debug all the tiers in the Identity

Manager Applications tech stack.

  • Work with the customer to establish action plans and

provide guidance in support of Oracle Identify Management.

  • Research technical and industry related issues in the

Identity Management space.

  • Analyze root cause of difficult problems involving

multiple Identity Components.

  • Interface with Oracle Lines of Business during escalations

and expedite resolution.

  • Perform patch validation, upgrades and installations in

lab and customer instances.

  • Identify and communicate pertinent Oracle alerts to the

customer contacts and customer account team.

  • Perform regular status reviews of problems/issues.

  • Interface with Oracle development, consulting, and on-site

support.

  • Perform trend analysis and initiate corrective actions.

  • Be available to work in 24x7 capabilities if an escalation

requires flexibility in work schedule.

Employer will accept Bachelor’s degree in Computer Science,

Electronic Engineering or related technical field, followed by five years of

progressive, post-baccalaureate work experience in job offered or five years of

progressive, post-baccalaureate work experience in an analyst or

engineering-related occupation. Experience should include:

  1. Oracle Identity and Access Management, Oracle Internet

Identity Directory, Oracle Virtual Directory, Oracle Access Manager, Oracle

Identity Manager, Oracle Identity Federation, Oracle Adaptive Access Manager

  1. Full life cycle implementations or Oracle Identity

Management Suite

  1. Large scale Security implementations

  2. Middle tier technologies such as Weblogic Server, J2EE,

JRocket, SOA Suite BAM

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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor

  • s and Master

  • s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle

  • s core products, applications, and tools.

Job: Support

Location: MX-MX,Mexico-Guadalajara/Zapopan

Job Type: Regular Employee Hire

Organization: Oracle

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