Advanced Support Engineer

hace 4 semanas

Madrid, Madrid, España Oracle A tiempo completo

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.

Roles and responsibilities to cover this Tier-3 position are:

  • Ensure operational stability of the customers' environment by handling and documenting technical requirements for incidents, change requests, and proactive management tasks as required.
  • Understand the customers technology requirements and the role our support plays in their success, managing Incidents, Problems and Changes tickets supporting it.
  • Resolve tickets with expedience and diligence.
  • Regular review and update of assigned Incident, Problem and Change tickets.
  • Create, update and maintain knowledge articles, runbooks.
  • Work closely with other T3 teams as required and communicate with other T3 teams to resolve technical challenges and to work issues to resolution: Ability to resolve, report, and identify technology specific issues.
  • Provide 24x7 Support working on shifts 365x7x24 model and/or on-duty model for the European and Global Customer Base.
  • Be part of the current team working in Madrid Control Center and having availability to be included in a shift model 365x7x24 during weekdays, weekends and bank holidays and/or to be included in a rota to cover Out Of Hours during weekdays, weekends and bank holidays.
  • Travel availability to other countries.

Career Level - IC3

Responsibilities

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.

Qualifications - Technical skills:

  • Ability to communicate technical aspects to business and technical stakeholders. English language is mandatory (Written and Verbal).
  • Experience in remote services delivery.
  • Experience in troubleshooting (Incident and Problem Management) using different type of ticketing tools under ITIL framework.
  • Experience in Change Management Process (Recommend, justify and implement the required changes) under ITIL framework.
  • Thorough understanding of the Oracle Fusion Middleware architecture.
  • Prefer candidates with knowledge and experience in the following Oracle products:
  • Oracle WebLogic Server (WLS)
  • Oracle Service Bus (OSB)
  • Oracle Business Intelligence Enterprise Edition (OBIEE)
  • Oracle Analytics Server (OAS)
  • Oracle Internet Directori (OID)
  • Oracle Data Integrator (ODI)
  • Oracle Forms and Reports
  • Oracle PaaS

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 , 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


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