Advanced Support Engineer- Database

hace 6 meses

Madrid, España Oracle A tiempo completo

Advanced Support Engineer
- Database-2300044W

**Applicants are required to read, write, and speak the following languages***: English, Spanish

**Preferred Qualifications**

**Advanced Support Engineer - CSS**

Are you a creative engineer who loves a challenge? Solve the complex puzzles you’ve been dreaming of as our Advanced Support Engineer. If you have a passion for innovation in tech, we want you on our team

Oracle is a technology leader that’s changing how the world does business - and our Customer Success Services (CSS) team supports over 6,000 companies around the world.

Connected Customer Service Delivery is a Global Customer Support Delivery Org providing IT Monitoring and Management Services for customers. One of the key services supported is Oracle Advanced Management for Hybrid Cloud (AM4HC) and Advanced Monitoring & Resolution (AM&R) services where the delivery is provided remote and connected. We take responsibility for day to day operations and uptime, freeing our Customers to focus on user needs and their key strategic differentiators. One of the main pillar in the service is the people who is customer focused with highly skilled experts for Oracle hardware and software stack. Service is delivered 24x7 with a tiered support model and clear roles and responsibilities. The T3 Technology teams would be responsible for Incident, Problems and Change tickets while working them.

We’re looking for an experienced and self-motivated engineer with strong communications skills and experience in Oracle Database (DBA) technology (RDBMS / GI / RAC /...) based in Madrid (Spain) and being European Union citizen. Join the team of highly skilled technical experts who build and maintain our clients’ technical landscapes through tailored support services. You will work closely with other teams and stakeholders involved in the service like Technical Leader (TL/PSE Primary Support Engineers) and TAM (Technical Account Managers) maintaining the customer environments at an optimal level of availaibility.

**Why work at Oracle**
- A competitive salary with exciting benefits
- Flexible and remote working
- Learning and development opportunities to advance your career
- An Employee Assistance Program to support your mental health
- Employee resource groups that champion our diverse communities
- Core benefits such as medical, life insurance, and access to retirement planning
- An inclusive culture that celebrates what makes you unique

**What you’ll do**
- You’ll support the operation of infrastructure and platform deployments, delivering services that drive customer success and innovation.
- Provide production operation support for Oracle Database environments.
- Ensure operational stability of the customers’ environment by handling and documenting technical requirements for incidents, change requests, and proactive management tasks as required.
- Support the stability, availability, and performance of critical business systems
- 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 a shift service model 365x7x24 (three shifts per day, weekdays, weekends, and bank holidays) based on Madrid - Spain.
- Travel availability to other countries.
- Operate Exadata and other Oracle Infrastructure Platform products.
- Thorough understanding of the Oracle Database architecture.
- Analyze product problems to find resolutions
- Resolve new and complex issues, research technical enquiries, and handle user problems.
- Ability to communicate technical aspects to business and technical stakeholders. Spanish and English language is mandatory (Written and Verbal).
- Experience in remote services delivery.
- Experience in troubleshooting (Incident and Problem Management) using ticketing tools (Oracle Advance Support Portal) and My Oracle Support (MOS).
- Experience in Change Management Process (Recommend, justify, and implement the required changes).

**We also use**
- Exadata (physical / virtualized) and Oracle Database Appliance (ODA)
- Oracle DBA and Oracle Secure Backup (OSB)
- Real Application Clusters and Grid Infrastructure
- Audit Vault / Database Vault / Data Masking
- Oracle Data Guard
- Oracle Recovery Manager (RMAN)
- Oracle Automatic Storage Management
- Oracle Golden Gate
- Oracle Enterprise Manager (OEM) and Grid Control
- Oracle Cloud Infrastructure (OCI)
- At Oracle, we don’t just respect differences — we celebrate them. We believe that innovation starts with i

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