Technical Analyst 4-Support
Oracle
As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.
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As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.
Career Level - IC4
RESPONSIBILITIES:
- To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and mode.
- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
- Working towards, adopting, and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
- Contributing to Knowledge Management content creation and maintenance
- Working with development on product improvement programs as required
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 Database Security and general IT Security issues.
- Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.
QUALIFICATIONS:
Bachelor’s degree in Computer Science, Engineering or related technical field
10+ years of proven professional and technical experience in database, network or system administrator role.
Excellent verbal and written skills in English.
SKILLS & COMPETENCIES:
Minimum technical skills:
- Database Oracle architecture knowledge and administration
- Thorough Oracle understanding of the Oracle database features and SQL Knowledge
- Extensive hands on interaction with large Database management systems
- Extensive knowledge and hands on experience working on RAC, ASM, Grid Infrastructure , High Availability, Backup and Recovery, RMAN, Performance Tuning and Networking concepts.
- Operating system knowledge (Unix, Linux and/or Windows)
- Understanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and Advanced Security Options)
Desirable technical skills:
- Expertise in Database Security concept of Audit/VPD/Database Vault/TDE and User Management
- Experience with UTL_HTTP package along with SSL /TCPS and Network Encryption
- Experience in Strong Authentication (including Enterprise User Security / Kerberos and CMU)
- Understanding of Oracle Security Appliances AVDF (Audit Vault and Database Firewall) and OKV ( Oracle Key Vault)
- Experience working with Oracle Enterprise Manager(OEM)
- General UNIX/Linux concepts & Administration
- OCI Foundation concepts
Personal competencies:
Desire to learn, or expand knowledge, about Database Security and associated 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