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Systems Analyst

Menlo Park, California Oracle Corporation UK Ltd

Systems Analyst 3-Support

18000VSC

ORACLE CORPORATION – ADVANCED CUSTOMER SUPPORT (ACS)

Oracle Cloud Support – Systems, Database, Linux

Onsite role in Menlo Park, CA – Oracle ACS Customer site
The Advanced 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. RESPONSIBILITIES:

– 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. EXPERIENCE:

– 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 Performing the 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 Expertize organization. Because 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.
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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 law.

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.

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.

Support

US-CA,California-Menlo Park

Regular Employee Hire

Oracle

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