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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.
As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Responsibilities
Incident Manager (IM)
Our Team
Oracle Advanced Customer Services (ACS) enable organizations to leverage their Oracle investments to extend into the cloud with greater value, choice, and confidence. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.
Oracle Advanced Customer Services has industry-leading expertise with the highest customer satisfaction to support customer business every step of the way.
Part of our growth strategy, we are recruiting an experienced Incident Manager with extensive service delivery / IT operations background with Oracle products.
Our Ideal Candidate:
Our ideal candidate will typically be expected to demonstrate the following attributes:
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7+ years in IT Operations and/or service delivery management.
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4+ years working as an incident manager and Major Incident Manager.
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Strong practical ITIL/ITSM skill set with operational experience with some / all of the service design, service transition, and service operation processes.
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ITIL V3 Foundation certified.
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Strong understanding of Incident Management process in a production IT Environment and IT Operations.
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Good understanding of Problem Management, Change Management and Event Management processes.
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Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization preferably in Infrastructure areas.
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Excellent verbal and written communication skills.
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Good judgment in seeking and providing advice and counsel, independent of direct management oversight.
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Ability to handle stressful situations effectively.
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Ability to be a teamwork leader.
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Demonstrated ability to effectively coordinate resolution efforts for escalated issues.
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Good understanding of the business impacts of critical situations.
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Demonstrated ability to effectively communicate at the technical and business management level.
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Organizational and strong customer support skills.
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Team player and customer-focused.
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Able to work in 24×7 shift and/or on-call outside of AU business hours.
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Strong organization skills, detail-oriented & communication skills. Also, should have strong initiative abilities.
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Ability to multitask, maintain composure in high-stress/high-visibility situations, and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts.
Your Qualifications:
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University degree, with post-graduate technical or management qualifications or other relevant experience or equivalent experience relevant to functional area.
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7+ years of related industry experience managing service delivery/ IT operations.
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ITIL certification.
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Ability to stay current with product release levels and possess a basic knowledge of the Engineered Systems features including Oracle Database, ASM, Operating System, Exadata Storage Server, hardware, WebLogic Server
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Broad technology understanding across Applications, Databases, Networks, Storage, Datacenters, and Hardware.
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Good knowledge and experience on at least one Service Management Tool (Remedy etc.)
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Strong communication and documentation skills.
The role will be based in Bangalore / Hyderabad / Delhi
Your Responsibilities
Key tasks include, but are not limited to, the following:
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To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
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Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
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Serve as an escalation point of contact with the primary focus on restoring the services.
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Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.
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Ensuring that effective communication is maintained with the Executives, Business Leadership during an incident.
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Analyze data and prepare reports in support of periodic service reviews, including operational metrics and service level reports
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Coordinating the resolution of incident by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling/issues
About Us
Diversity and Inclusion:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
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
