Job Description

　　As a member of the Oracle Customer Success Services (CSS) 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.

　　Responsibilities

　　Responsibilities:

　　Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.

　　Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.

　　Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.

　　The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.

　　Educate and walk the customer through the problem-solving process.

　　Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.

　　Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)

　　Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.

　　Requirements

　　3+ years of relevant OCI experience and Ability to communicate effectively.

　　Hands on Knowledge on OCI GEN II & Cloud at Customer IaaS Admin experience

　　Systems Admin skills – Linux, Windows Administration

　　Experience in Virtualization (Oracle VM Linux ) and Bastion Host (VM Ware is an added advantage)

　　Networking Knowledge on Switches, Routers – (Cisco), IPSEC & SSL VPNs, DNS, DHCP, Firewalls upgrade

　　VPN tunnel changes & Gateway setup with new Firewalls

　　Working Knowledge on LB(Load balancer ) and routing new IP ranges, creating traffic rules , SMTP configuration

　　Whitelisting of IPs and Ports

　　Troubleshooting on URLs connection issues on OAC,SOA, JCS,Weblogic

　　Mounting FS to other VMs on Cloud and restore required backups

　　Worked on New VM build, Migration & Upgradation on cloud ( IaaS prospective)

　　De-commission task on Cloud

　　OS password changes,

　　Export & importing of SSL Certificate and updating of SSH Public/Private Keys

　　Experience on VDI & VPN to establish connection and Access

　　OS patching, RPM and firmware upgrade

　　Strong Troubleshooting skills for Infra issues on OCI & C@C environment.

　　Experience in IaaS - Oracle Cloud (Preferred) / AWS / AZURE

　　Scripting knowledge such as Shell, Power Shell, Python

　　Experience in Backup Procedures & Tools

　　Experience in Systems & Log Monitoring Audit, Crontab.

　　Good to have knowledge on Oracle databases, Middleware components.

　　Knowledge of Cloud Security desired

　　Willing to Learn PaaS Admin Tasks

　　Certifications: OCI Architect Associate, OCI Architect professional Certification (preferred), Network Certification preferred, like CCNA, CCNP or AWS Profession Architect or Azure Cloud Architect

　　About Us

　　As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

　　When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

　　We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

　　Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

　　We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

　　Disclaimer:

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

　　* Which includes being a United States Affirmative Action Employer