Oracle Systems Analyst 4-Support in Santiago, Chile
Systems Analyst 4-Support
RESPONSIBILITIES: A mix of proactively working with ACS customers (design and configuration assistance and reviews, best practices workshops) and reactive work (troubleshooting analysis) to ensure their successful deployment of the Oracle Systems products Technical assistance with installation. Customer solutions architecture concepts , configuration health checks , Upgrade and implementation planning and advice on Patch Management Proactively alerting customers to product developments and issues Knowledge Transfer: Prepare and present training programs, designed to educate Support Services employees and customers on technical topics. Delivery of reactive onsite technical support in a timely manner. Perform root cause analysis of difficult product problems and their solutions/technical escalation management. Interact with key customer personnel to enhance collaborative problem solving. Provide and verify problem workarounds or patches. Researching and responding to technical inquiries. Dedicated technical contact with a good knowledge of the customer's technical requirements and environments. Create and maintain effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.
EXPERIENCE: Required Skills: University Degree; Minimum of 5 years on Engineered Systems experience with supporting/managing production and non-production systems; Advising on system high availability solutions and design of physical data storage, maintenance, access and security administration; Experience with complex incident diagnostics and resolutions in multivendor and multi-technology environments; Deep Linux and network knowledge, diagnostic and troubleshooting; Deep virtualization knowledge on Solaris (zones, containers, logical domains) and network; Advanced performance tuning and optimization techniques; Proven experience in developing, reviewing, and implementing hardware installation plans for customers; Working knowledge of hardware product range, product installation and Break/Fix maintenance support; Proven customer management support skills; Ability to remain focused under pressure; Customer Focus and problem solving approach; Teamwork; Fluent in Spanish, English and desirable knowledge in Portuguese; Availability to travel . Worked with real application clustering RAC installation configuration administration. Expertise with UNIX and Linux administration, shell scripting and automated task scheduling. Demonstrated experience on Cloud (IaaS&PaaS).Demonstrated experience on Oracle Exadata. Demonstrated experience on Databases.Worked with designing logical and physical backup/recovery procedure of database.
PERSONAL COMPETENCIES: Proven experience in designing but also installing, configuring Oracle systems and Engineered Systems products, preferably gained in a production environment; Self motivated and resourceful Strong verbal and written communication skills in English; Ability to spot proactive services to the benefit of customer; Ability to work as a team-player as well on own initiative; Ability to work under pressure in escalated situations; Ability to have effective communication with the appropriate levels when dealing with complex situations; Ability to take ownership of (escalated) problems; Ability to demonstrate advanced product knowledge by building and showcasing best practices Strong interpersonal, presentation and communication skills are required; A successful candidate must also excel at presenting technical findings directly to Oracle customers, at all levels of the organization; Oracle Certified or Professional qualification for Systems products will be an advantage
PROFESSIONAL COMPETENCIES: University Degree or comparable education/professional experience; Work experience in Support, Consulting, Education or Pre-Sales would be ideal; Excellent experience with Systems and Engineered Systems products; Knowledge of the Oracle Database; At least 5 years experience in working with Systems products
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 Type: Regular Employee Hire