Oracle Support Engineer

hace 3 días

Madrid, Madrid, España Oracle A tiempo completo

Job Summary: We are seeking an experienced Technical Support Specialist to join our team at Oracle. As a Technical Support Specialist, you will be responsible for delivering post-sales support and solutions to our customer base while serving as an advocate for customer needs.

Job Description:

We are looking for a highly skilled Technical Support Specialist to join our team. In this role, you will be responsible for 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.

Key Responsibilities:

  • 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.

Requirements:

  • 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.

Preferred Skills:

  • Knowledge and experience in Oracle products: Oracle WebLogic Server (WLS), Oracle Service Bus (OSB), Oracle Business Intelligence Enterprise Edition (OBIEE), Oracle Analytics Server (OAS), Oracle Internet Director (OID), Oracle Data Integrator (ODI), Oracle Forms and Reports, Oracle PaaS.

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