Technical Analyst 5-Support

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. 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.

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 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 Database Security and general IT Security 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
8+ years of proven professional and technical experience in database, network or system administrator role.
Excellent verbal and written skills in English

SKILLS & COMPETENCIES:

Minimum technical skills:

Strong Oracle Database Fundamentals knowledge. Able to comprehend and relate between Database objects, background processes.
SQL knowledge
PL/SQL knowledge
Operating system knowledge (Unix, Linux and/or Windows)

Desirable technical skills:
Strong exposure and hands on experience of Oracle Database High Availability features (RMAN, Backup/Recovery, Restoring, Hot/Cold Backup, Database Corruption)
Experience in Real Application Clusters.
Network administration
Understanding of Oracle Grid Control, or at least 1 other major (non-database) Oracle product (for example EBS, Weblogic, etc.)
Strong hands on knowledge in Oracle Data Guard
Awareness of DB Sharding and True Cache

Shift:

We are looking for qualified people who can cover shift 2 (1:30pm to 10pm IST)

Personal competencies:

Desire to learn, or expand knowledge, about Database Security and associated products
Customer focus
Structured Problem Recognition and Resolution
Experience of contributing to a shared knowledge base
Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.
Communication
Planning and organizing
Working globally
Quality
Team Working
Results oriented

Career Level - IC5