Advanced Customer Support Engineer – Apps DBA
Preferred Qualifications
Description
A highly experienced Senior Oracle
Applications DBA with deep technical expertise in installing, configuring,
upgrading, migrating and managing large production builds of Oracle
Applications and EBS Suite of Products. Ideally should have 6-10 years of
hands-on experience as an Apps DBA managing production environments. Strong in
Oracle Applications performance tuning and troubleshooting middleware stack
components.
Responsibilities
- Works
at customer site in the implementation, configuration, maintenance,
troubleshooting and Upgrade of Oracle Applications R12, Oracle MW components
(Web Logic, OID, etc..)
- Works
with support to resolve Customers SRs.
- Conduct knowledge
transfer sessions both within the Oracle team and to end users.
- Work closely with the
functional team and delivery leaders to provide engagements work estimates and
drive excellence in functional work.
- Ensures
that new services are appropriately captured and put in ACS corporate
repository
- Proactively
maintains knowledge of Oracle’s current and future products/solutions offerings
for the specified Supply Chain area.
TechnicalQualifications
- Highly
experienced in the implementation, configuration, maintenance, troubleshooting
and Upgrade of Oracle Applications R12.
- Proven
exposure of installation of Oracle Application R12.1 & R12.2 on Enterprise
Linux production environments.
- Experienced
in installation and managing middleware components like Oracle WebLogic server,
OID etc.
- Good
Conceptual knowledge of Oracle RDBMS internals, Backup & Recovery using
RMAN, performance tuning, logical and physical design of database.
- Experience
working in an enterprise environment and supporting critical production
databases and applications.
- Experience
in installing, configuring, upgrading and administering different versions of
Oracle Database.
- Strong
experience working as an Oracle Applications DBA in 12.x versions. Solid
understanding of the product architecture and ability to analyze and solve
issues across multiple layers of the stack.
- Exposure
to RAC and ASM Administration.
- Must
have the ability to upgrade and migrate databases from one platform to another
using various tools like Oracle Data Pump, RMAN and TTS/XTTX and execute
migrations using such tools.
- Hands-on
experience with Oracle Enterprise Manager.
- Must
be familiar with day-to-day operations such as monitoring, performance tuning
and making recommendations after generating AWR and ADDR reports.
- Troubleshooting
memory related errors with Oracle 12c and Patching with RAC and Non RAC.
- Provide
support for Oracle database environments that include problem identification,
reporting, tracking, analysis, and resolution.
- Strong
shell scripting knowledge.
- Good
knowledge of PL/SQL.
- Experience in working with Oracle Applications &
Databases running on Oracle Cloud platform.
- Experience
in migrating on premise databases to Oracle Cloud.
- Basic
software networking skills.
Other Qualifications:
- Strong English written/verbal communications
- Self-motivated individual who works well in a team
environment.
- Willingness to work in shifts & weekends as
required.
- Willingness to travel in the region (MEA) and work
out of client locations.
- Willingness to provide on-call support on a 24/7
basis when needed.
- Experience in working as part of Global/ Matrixed/
Remote teams.
- Self-driven, ability to work under minimal
supervision.
- Excellent Analytical skills.
Experience :
6 years of overall experience in relevant technical roles.
Travel : Yes, 50 % of
the Time
Detailed Description and Job Requirements
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 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.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor
- s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle
- s core products, applications, and tools is important.
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