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Oracle Advanced Support Engineer, Database in Prague, Czech Republic

Advanced Support Engineer, Database

Preferred Qualifications

Oracle Advanced Customer Support

Principal Advanced Support Engineer

Oracle Advanced Customer Support Services (ACS) is a global organization within Customer Support Services, providing tailored mission-critical support services to customers with complex IT requirements. Our goal is for every customer to gain ever-more value from their Oracle Solutions by helping them make well informed decisions regarding the implementation; management and use of Oracle technologies.

Core Activities and Responsibilities:

  • Key mission of the role is delivery of technical expertise in assigned Oracle product areas to customers either onsite or remotely.

  • Respond and resolve customer issues within Key Performance Indicator targets.

  • Provide reactive onsite/remote technical assistance in close cooperation with Oracle Global Support and Product Development for problem analysis and investigation.

  • Provide alternative temporary workarounds to technical problems in customer’s Oracle systems.

  • Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities.

  • Document work delivered to customers.

  • Provide technical support to Technical Account Manager and report/collaborate on any escalations where relevant.

  • Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.

  • Maintain an up-to-date and in-depth knowledge of new products.

  • Work with other Oracle LOBs and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required.

  • Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS.

Qualifications:

  • Minimum of 7 years of DBA experience with supporting/managing production and non-production Oracle databases (versions 11g or later), dealing with critical situations

  • Oracle Real Application Cluster, CRS, ASM and EXADATA. High Availability architectures

  • DB Performance & Backup/Recovery

  • Oracle Golden Gate, Oracle Dataguard and Recovery scenarios and architectures

  • Enterprise Manager, Grid control and monitoring tools

  • Strong UNIX-based skills (MS Windows Server operating system knowledge is a plus)

  • High availability solutions and design of physical data storage, maintenance, access and security administration

  • Oracle Security Products

  • Excellent written and spoken English is a must with strong Communication skills

Highly appreciated:

  • Oracle Database as a Service (DBaaS), Oracle Cloud Infrastructure (OCI)

  • Autonomous Database (ADB)

  • BigData scenarios and products involved

  • Oracle Engineered Systems (Super Cluster, Exadata, Exalogic)

  • ZFS / ZDLRA

  • New Technologies: DevOps, Blockchain

  • Degree in Computer science. Oracle certification (e.g. OCP, OCM)

Candidate should be:

  • Willing to travel (50% of the time)

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.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Support

Location: CZ-CZ,Czech Rep-Prague

Other Locations: PL-Poland

Job Type: Regular Employee Hire

Organization: Oracle

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