Sr. Advanced Support Engineer, T3 Application

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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important., *Educational Qualification/ExperienceBachelor s degree in Computer Science, Engineering or related technical field 7+ years of proven professional and technical experience in Weblogic, Middleware - SOA or system administrator role. Excellent verbal and written skills in EnglishRESPONSIBILITIES:To manage and resolve Service Requests logged by customers (internal and external) on Oracle Weblogic and Middleware 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 Middleware products like Weblogic, SOA, OIAM Suite and general applications support issues Maintain an up-to-date and in-depth knowledge of new Oracle Middleware products released in the market for supported productSKILLS & COMPETENCIES:Minimum technical skills:General Oracle Weblogic administration and maintenance including Backup and Performance Tuning Minimum working 6 years of experience in Weblogic environment Weblogic upgrade/patching experience of 4 years WLST skills Atleast 1 project of Middleware (Weblogic) migration Minimum working 2 years experience in HTTP server OHS Operating system knowledge (Unix, Linux and/or Windows) Basic DB and Networking concepts and knowledgeDesirable technical skills:In depth Understanding of Oracle Weblogic, SOA administration and maintenance Understanding of Oracle OEM Middleware administration Understanding of Oracle WLST Deep understanding in shell scripting Knowledge in OIAM suite (OAM, OID, OVD, OIM) would be an advantage Knowledge in OEM, EPM Systems (Hyperion), Siebel would be an advantage Knowledge in EBS would be an advantage Working knowledge in Tomcat, Apache would be an advantage Working knowledge in OCI/IAAS would be an advantagePersonal competencies:Desire to learn, or expand knowledge, about Oracle Middleware 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 Working in shifts

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesproduct supportcomputer sciencecontent creationknowledge managementpostsales support