Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers including 100 of the Fortune 100 representing a variety of sizes and industries in more than 145 countries around the globe.
We are recruiting to fill the below position:
Title: ACS Senior FMW Engineer - Systems Analyst 3-Support
Job Ref: 150018UG
Detailed Description and Job Requirements
- 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.
- 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
- 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.
Responsibilities
- Provide reactive onsite and/or 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
- Provide proactive technical advices to avoid possible future issues. Work with customers and other Oracle professionals to ensure proper design and implementation of relevant solutions.
- Provide technical guidance and assistance either as required or as part of longer term engagements with key customers
- Monitoring customer's critical systems for incidents, identify operations issues and problems, supporting in problem resolution
- Document work delivered to customers
- Plan and document Oracle service activities in the assigned accounts, drive their execution and communicate their status to senior customer and Oracle management
Scope:
- Reports to Advanced Customer Services (ACS) Delivery management
- Works as part of the Oracle ACS Delivery team
- May be asked to work during nights or weekends on the shift basis to cover 24x7 service coverage
Qualifications
- Computer Science or related degree discipline
- Technical knowledge: Oracle Weblogic Administration, Oracle FMW Platform, BPEL, J2EE, Advanced performance tuning and optimization techniques, Strong UNIX skills.
- Minimum of 6 years in Application Servers (J2EE) with supporting/managing production and non-production environments
- Experience in SOA, Weblogic, Webcenter , BEA, OBIEE, OAM ,Oracle Hyperion , LDAP, SSO , SSL
- Experience in Oracle Fusion and its integration with E-Business suite , Sieble and Hyperion
- Experience in 10g/11g Database
- Advising on design of high availability solutions
- Optimizing Oracle software environment for optimum configuration, its performance and availability, achieving cost efficiency
- Experience with complex incident diagnostics and resolutions in multivendor and multi-technology environments
- Leading one or more IT change management project(s) where Oracle technology was involved
- Communicating with and presenting to senior IT management on various aspects of running IT systems/projects
- Fluent English
Professional Competencies:
- Adapting to change
- Communication
- Customer Focus
- Problem Solving
- Quality
- Planning & Organizing
- Teamwork
How to Apply
Click here to apply
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