Job Description
Position: Customer Support Engineer (Global Enterprise Product Support)
Organization: Oracle India Pvt Ltd
Location: Bangalore
We are looking to recruit Senior Software Engineer to the established Oracle Database Global Customer Support team. The successful candidate will be located in Bangalore, India. The team's main responsibility is to troubleshoot highly complex technical issues faced by Oracle customers related to Oracle Database Installation, Migration/Upgrade, Patching on major UNIX (Linux, Solaris, HP-UX, AIX and all other flavours) and Windows platforms. The selected candidates are expected to work in partnership with customers, other support engineers and Oracle product developers. The selected candidate would be provided the Oracle Database orientation and groomed as Database Administrator. The successful candidate should be widely regarded as a subject matter expert in their current role and demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/she should be able to perform their assigned duties with a great degree of independence requiring minimal direction. The Engineer is expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. The role requires also a good flexibility covering Severity 1 issues and weekend responsibilities including working in night shifts. A support engineer will offer strategic technical support to assure the highest level of customer satisfaction.
RESPONSIBILITIES
The main role of a Support engineer is to troubleshoot highly complex technical problems (Oracle Database Installation, Migration/Upgrade, Patching) requiring high level of technical expertise. This includes:
- Work directly with customer
- Participate in weekend rotation and shifts
- Participate in initiatives that improve overall product and documentation quality
- Participate in product/platform testing
- Drive improvements in product quality
- Participate in Beta programs
- Serve as Situation Manager on highly sensitive proactive and reactive Customer issues
- Consult with Management in directing resolution of critical Customer situations
- Consult with Customers on complex use of Oracle products
- Achieve knowledge transfer with teammates through: Development and Delivery of Formal Team
- Training sessions, Formal Mentoring, Creation/Review of Knowledge Articles
- Promote the technical and professional development of others, i.e. mentoring others
- Analyze work load, determines best practices and implements changes to improve productivity
- Proactively contribute to increasing the teams efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities
What are we looking for?
QUALIFICATIONS
- Technical degree i.e. BE/ B Tech Computer Science/Management Information Systems/ Science/ Engineering/ Math/ Physics/Chemistry or proven professional and technical experience.
- Industry experience of > 4 years
TECHNICAL SKILLS
We are looking for a core technical person who has real-time hands-on UNIX/Linux/Windows Administration experience and/or worked with L3 level support and/or having equivalent knowledge. Oracle Database knowledge is not mandatory, but will be an advantage. We expect you to know:
- Expert Operating system Administration – Any Unix/Linux/Windows flavour
- General UNIX/Linux/Windows concepts & Administration
- Concepts of file permissions, special permissions.
- User and Group management
- Boot procedure and RC scripts
- Package management: RPM, yum (Linux specific, corresponding package management tools in other UNIX flavours)
- Managing Kernel Parameters
- Partitioning and File systems
- UNIX applications like NFS, DNS etc.
PERSONAL ATTRIBUTES
- Self driven and result oriented
- Strong Problem solving/analytical skills
- Strong customer support and client relation skills.
- Effective communication (verbal and written)
- Focus on relationships (internal and external)
- Strong willingness to learn new things and share them with others
- Influencing/ negotiating
- Team player
- Customer focused
- Confident and decisive
- Expertise (maintaining professional in own discipline)
- Enthusiasm
- Flexibility
- Organizational skills
- Coaching/knowledge transfer Ability
- Writing technical Bulletins
- Teaching technical Courses
Who should apply?
System administrators (all Unix/Linux/Windows flavours), UNIX shell script developers having 4+ years of experience.
What does this Job offer?
A Unique opportunity and long term career prospective to learn Oracle Database Administration skills and transition from current System Admin profile to expert Oracle DBA Profile. This role does not involve core Operating System Administration of the customer servers (we are not expected to log into their servers), but working on their Oracle product issues.
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