Platinum Technical Analyst 3

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), Job Requirements : Have excellent customer service experience, excellent written and oral communication skills, structured organization skills and good general knowledge of different information technology products/services/processes.Preferred Qualifications: Bachelors and Masters degree in Computer Science or Engineering DESCRIPTION The Patch Coordinator will use knowledge of systems and database management products and services to support the IT infrastructure. This role requires the Patch Coordinator to understand Customer s system and database architecture and operations, and to provide accurate and timely planning for system and database patching and upgrade tasks. The goal is to achieve the highest possible customer satisfaction. Based upon strategic direction and initiatives, you must be able to deliver tactical results of agreed upon objectives.The Patch Coordinator gives a high-touch support to C@C customers to ensure a smooth service experience. This is accomplished by:serving as the primary non-technical contact for all customer issues,training customers in the effective use of Oracle support,managing the delivery of essential services and assessments,meeting regularly with customers to understand criticality of the customer s systems,RESPONSIBILITIESWorks directly with customersAnalyze systems on their current configurations and compare with targeted software releasesParticipate in weekend rotation and shiftsRespond to customer requests quickly and document corrective actionParticipates in initiatives that improve overall process, product and documentation qualityDrives improvements in product and services qualityParticipates in Beta programsServes as Situation Manager on highly sensitive proactive and reactive Customer issuesConsults with Management in directing resolution of critical Customer situationsConsults with Customers on complex use of Oracle productsAchieves knowledge transfer with teammates through different methodsProactively contribute to increasing the teams efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilitiesQUALIFICATIONSBachelor s Degree in Information Technology or Computer Science or equivalent work experienceExperience in multi-tier architecture environment requiredHigh-level skills in database upgrades and patching and general computer programming and demonstrated experience in database analysis, scoping, data and process mapping;.Fundamental understanding of computer networking, systems and database technologies.Ability to handle multiple tasksExcellent verbal and written English language communications skills.Candidates must be highly motivated, must have initiative, team-oriented, and able to meet the aggressive schedules required in a fast moving environmentExperience with OEM, Grid control, RMAN and tape management systemsDESIRED SKILLS:Oracle RAC, CRS, Cellcli, ASM, RMAN, Data Guard all a plus.Oracle installation, patch and upgrade within production environments.Experience with OEM, Grid control, RMAN and tape management systemsProject Management skills someCERTIFICATIONS:Any Oracle certifications are a plusITIL certification is a plus PERSONAL ATTRIBUTES Self driven and result orientedStrong customer support and client relation skillsEffective communication (verbal and written)Focus on relationships (internal and external)Strong willingness to learn new things and share them with othersInfluencing/negotiating WHO SHOULD APPLY Customer service people, having 2+ years of experience.

Keyskills :
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