Systems Analyst 4-Support

工作内容

As a member of the Cloud Support organization, your focus is to deliver best in class database services and solutions to the Oracle customer base while serving as an advocate for customer needs. You will be responsible for 24/7 support of Oracle production database services to ensure the highest standards of availability, resilience, integrity, security and performance required by the business systems. You will be supporting database on-premise, Cloud@Customer and on Oracle Cloud. You will also be supporting Oracle Engineered System (Exadata, Super Cluster and Oracle Database Applainces). You will be responsible for the database life cycle management.

Educational Qualification/Experience: -

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

9+ years of proven professional and technical experience in Oracle RAC Database Technologies, Database administrator role.

Excellent verbal and written skills in English

RESPONSIBILITIES:
Responsible for 24/7 support of Oracle production database services to ensure the highest standards of availability, resilience, integrity, security and performance required by the business systems in on-premise / Oracle Cloud or Cloud@Customer

Providing end to end Life Cycle management support for Oracle Database (Installation, Migration, Upgradation, Patching, Backup & Recovery, High Availability and Disaster Recovery Solution with RAC)

Manage Oracle Engineered Systems (Exadata, Super Cluster, Oracle Database Appliances etc)

To manage and resolve Service Requests logged by customers (internal and external) on Oracle Database 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/ITIL (IM, CM, PM) lifecycle in accordance with global standards

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

Create a RCA document after analyzing/fixing the issues

Contributing to Knowledge Management content creation and maintenance

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 Oracle Database and OCI

Maintain an up-to-date and in-depth knowledge of new Oracle Database release

SKILLS & COMPETENCIES:
7+ Years of Strong Oracle Database Administration experience maintaining high availability of databases for global operation using Oracle RAC and Data Guard/Standby databases

Experience of managing multiple RDBMS on large systems

Deep understanding of Oracle Architecture, RAC, Grid Infrastructure(CRS,ASM), RMAN, Data Guard/Physical Standby

Should have performed multiple Patching cycles (one off patch, PSU Patches) of Grid Infrastructure and Database

Should have performed Major Database Upgrades

Strong Experience in Backup and Recovery

Strong Experience in Database Performance Tuning

Hands on experience of Oracle Database Migration

Hands on experience on Oracle Enterprise Manager

Working Knowledge of Exadata would be an advantage

Oracle Certification, preferably OCP would be an advantage

Experience of working on Cloud (Oracle Cloud Infrastructure (OCI), AWS, Azure) would be an advantage

Working knowledge in OCI/IAAS would be an advantage

Personal competencies:
Desire to learn, or expand knowledge, about Oracle Database and Exadata 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.

Very Good Communication

Planning and organising

Working globally

Quality

Team Working, Flexibility and Results oriented

Working in 24x7 shifts

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 Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned 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 very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, 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. Both a Bachelor’s and Master’s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle’s core products, applications, and tools.
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.