Oracle Systems Analyst 3-Support in Markham, Canada
Systems Analyst 3-Support
ORACLE CORPORATION - ADVANCED CUSTOMER SUPPORT (ACS)
Systems Engineer - Remote Support
tasks are to provide support of critical SuperCluster Engineered System
accounts supported by Advanced Customer Services. Candidate will
provide support to customers on the management, patching, reporting and
capacity planning of Engineered Systems.
Duties will include responding to requirements
and needs from customers, quarterly patching of large SuperCluster
environments, and acting as a clearing house for Oracle issues outside
of the SuperCluster environment - this can include gathering
information, supporting/escalation of Oracle SR's and working jointly
with the customers to help resolve issues.
Candidate must have the following essential requirements:
Be eligible to work in Canada
Have solid understanding of Solaris 11, including Solaris Zones andOracle VM for SPARC (aka LDoms). Solaris 11 Certification is an asset
Have a solid understanding of ZFS storage
Have a solid understanding of networking. Exposure to Infiniband is an asset
Have excellent written and oral communication skills
Have a solid understanding of Change Management processes in a complex IT environment (Dev, Test, Production, Disaster Recovery)
Be able to perform 'pager duty' (i.e. available 7x24 on a periodicbasis - shared on a rotational basis by all members of the team)
Be able to work shift rotations including weekends and nights on a rotational basis
Be able to work independently and also function as an integrated member a geographically dispersed team
Minimum of ten (10) years prior experience
University degree in relevant expertise area prefered but not essential"
In additional to the key requirements, the
successful candidate must provide skills/expertise in at least one of
the following areas:
Database Administration - Thorough understanding of Oracle 11i/12database setup/ maintenance and Real Application Clusters (RAC)
Exposure to Exadata Servers (Exadata Database and/or SuperCluster)"
Patching of complex database environments
Oracle Enterprise Manager and associated management tools (Ops Center, various OEM plug-ins)
Backup via Infiniband (particularly databases)
While periodic travel may be required to meet
with customers, most work 75% or more should be able to be performed
remotely once clearances and are obtained.
Must be able to engage with supporting teams -
Support Services, Product Management, Engineering, Hardware and Tech
License sales teams outside of ACS.
Provides a high level of customer satisfaction
through the effective delivery of technical support and service
programs. Pro-actively coordinates resources, problem resolution,
problem escalation, and the use of various monitoring and diagnostic
Understands service processes and options that are linked with
the customers specifications. Able to identify and solve a wide range of
As part of Oracle’s
employment process candidates will be required to complete a
pre-employment screening process, prior to an offer being made. This
will involve identity and employment verification, professional
references, education verification and professional qualifications and
memberships (if applicable).
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
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 Senior 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 be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor
s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle
s core products, applications, and tools is important.
Other Locations: CA-CA,Canada-Mississauga, CA-CA,Canada-Ottawa, CA-CA,Canada-Quebec, CA-CA,Canada-Montreal, CA-CA,Canada-Vancouver, CA-CA,Canada-Calgary, CA-CA,Canada-Markham
Job Type: Regular Employee Hire