Jobs for People with MS: National MS Society

Job Description

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Career Level - IC3

Responsibilities

RESPONSIBILITIES:

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model

• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

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

• Contributing to Knowledge Management content creation and maintenance

• Working with development on product improvement programs (testing, SRP, BETA programs etc) as required

• Operating within Oracle business processes and procedures

• Respond and resolve customer issues within Key Performance Indicator targets

• Maintaining product expertise within the team

• Developing and maintaining expertise around RAC Database and general RAC/ASM issues

• Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Engineering or related technical field

• 5+ years of proven professional and technical experience in database, network or system administrator role, preferably in RAC environment.

• Excellent verbal and written skills in English

SKILLS & COMPETENCIES:

Minimum technical skills:

• General Oracle Database administration and maintenance

• Database Installation, Upgrade and Patching .(Single Instance and RAC)

• GI and ASM installation

• Familiarity with Various Upgrade / migration methodologies

• Extensive Work experience in Oracle Database Appliance and RAC environment

• SQL knowledge

• PL/SQL skills

• Operating system knowledge (Unix, Linux and/or Windows)

• Basic Networking concepts

Desirable technical skills:

• Troubleshooting ODA and RAC issues , including Installation , Patching , Upgrade Failures

• Able to analyze logs and diagnostic files

• Understanding of GI and Oracle ASM

• Network administration

• Understanding of Oracle Grid Control, or at least 1 other major (non-database) Oracle product (for example EBS, Weblogic, etc.)

• Programming in C or Java

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer