Oracle Systems Analyst 3-Support in Menlo Park, California
Systems Analyst 3-Support
ORACLE CORPORATION - ADVANCED CUSTOMER SUPPORT (ACS)
Oracle Cloud Support - Systems, Database, Linux
Onsite role in Menlo Park, CA - Oracle ACS Customer site
Customer Services (ACS) practice is a unit within the Oracle Customer
Services Organization (CS) that establishes long term relationships
with many of Oracle’s largest customers through annual support
contracts. Advanced Support Engineer (ASE) work within ACS delivering
proactive and reactive technical support services to these customers,
assisting them to maximize the stability, availability and performance
of their critical business systems.
Disconnected Cloud Operation Specialists
are focused on management of Mission Critical Support for Oracle Cloud
Machine and Cloud (IaaS, PaaS) Database solutions. For the Disconnected
Cloud, Advanced Support Engineers work primarily at customer locations.
Training is provided to ensure the ASE maintains current knowledge of
Oracle products and services.
Delivery of proactive and reactive onsite technical support for the Oracle Cloud Infrastructure
Perform system administration, configuration tasks and proactive health checks
Perform patch administration and upgrades in accordance with procedures created by Product Development
Proactively alerting others to critical issues
Resolve known issues according to procedures & document unknown issue resolutions for knowledge retention
Interact with others to enhance collaborative problem solving
Ability to work on shifts as discussed for the specific position.
Ability to cover on-call & standby services as discussed for the specific position.
Comparable education/professional experience showing progress and growth
At least 5-7 years of experience in working with Oracle Systems/Database products
Strong Linux Systems Administration skills are required
Work experience within Support, IT Operation & Call Center would be ideal
Demonstrated experience with Oracle Enterprise Manager Cloud Control
Familiarity or knowledge with Oracle Engineered Systems products.
Familiarity or knowledge with Oracle Cloud and virtualization components
Familiarity or knowledge with virtualization platforms as OVM or Docker
Experience with formal methodology and practices
Experience in My Oracle Support (MOS) or Oracle’s SSC is a plus
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 ASE, Disconnected Cloud Operation Specialist ,
you are expected to be a member of the on-site Oracle Cloud Machine
operation team dedicated to problem-solving/avoidance and be highly
skilled in solving complex (known and unknown) critical customer issues,
following methodology/processes (incident management, problem
management and change management) of the Cloud Infrastructure
assigned Systems & Database operations 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 strong
guidance from management of Oracle Global Managed Services Center of
substantial customer interfacing, we seek 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. In addition, experience with Oracle
- s core
products, applications, and tools.
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 law.
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.
Location: US-CA,California-Menlo Park
Job Type: Regular Employee Hire