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Advanced Support Engineer
hace 2 meses
**Job Summary**
We are seeking an experienced Database Support Engineer to join our team at Oracle. As a key member of our Support organization, you will be responsible for delivering post-sales support and solutions to our customers while serving as an advocate for their needs.
Key Responsibilities
- Provide production operation support for Oracle Database environments.
- Ensure operational stability of customers' environments 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 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 teams as required and communicate with other 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).
- 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 Advanced Support Portal) and My Oracle Support (MOS).
- Experience in Change Management Process (Recommend, justify, and implement the required changes).
About Oracle
At Oracle, we believe that innovation starts with inclusion. We are committed to creating a workplace where all kinds of people can do their best work. When everyone's voice is heard and valued, we're inspired to go beyond what's been done before.
