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Advanced Support Engineer
hace 3 meses
- Ensure operational stability of customers' environments by addressing and documenting technical requirements for incidents, change requests, and proactive management tasks.
- Understand customers' technology needs and the role of our support in their success, managing Incidents, Problems, and Changes tickets accordingly.
- Resolve tickets promptly and diligently.
- Regularly review and update assigned Incident, Problem, and Change tickets.
- Create, update, and maintain knowledge articles and runbooks.
- Collaborate with other T3 teams as needed to resolve technical challenges and escalate issues: Ability to identify and report technology-specific issues.
- Provide 24x7 Support working in shifts on a 365x7x24 model for the European and Global Customer Base.
- Work as part of the team in Madrid Control Center, being available for shifts 365x7x24 during weekdays, weekends, and holidays, and/or participating in Out Of Hours coverage.
- Be open to travel to other countries as needed.
- Ability to effectively communicate technical details to both business and technical stakeholders. Proficiency in English (Written and Verbal) is required.
- Experience in delivering remote services.
- Proficient in troubleshooting (Incident and Problem Management) using various ticketing tools following the ITIL framework.
- Experience in Change Management Process (Suggesting, justifying, and implementing necessary changes) under the ITIL framework.
- In-depth knowledge of Oracle Fusion Middleware architecture.
- Preference for candidates with expertise in Oracle products such as WebLogic Server, Service Bus, Business Intelligence Enterprise Edition, Analytics Server, Internet Directory, Data Integrator, Forms and Reports, and Oracle PaaS.
