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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.
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 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 Systems.
- Prefer candidates with knowledge and experience in the following products : Oracle Linux / RedHat Oracle Solaris. Oracle VM (x86 and SPARC). Dockers Kubernetes Oracle Database Appliance (ODA) Oracle Exadata. Oracle Exadata Cloud at Customer (ExaCC) Oracle Exalogic Elastic Cloud (Physical and Virtual configurations) Oracle Private Cloud Appliance (PCA) Oracle Private Cloud at Customer (PCC) Oracle ZFS Storage. Oracle Zero Data Loss Recovery Appliance (ZDLRA) SPARC Servers. Oracle Cloud Infrastructure (OCI) Microsoft Windows Server
