| Job Title |  |
Systems Analyst 3-Support |
| Location | |
Multiple Locations... |
| Organization Name | |
ACS Global Remote Delivery |
| Department Description | |
|
| Provides comprehensive 7X24 monitoring and management service on customer environments to improve availability and performance. Utilizes a personalized service management platform integrated with Oracle Premier Support and Development that leverages ITIL methodology, across a global customer base, and wide range of technologies, including Oracle's Exadata platform. | ||
| Brief 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. | ||
| Detailed Description | |
|
| 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 Requirements | |
|
| 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. | ||
| Additional Details | |
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- Experience working in customer IT datacenter or infrastructure i.e. managing day-to-day operations, systems administration/upgrades/patching, and infrastructure monitoring. - Certification in one or more of the following i.e. ITIL, Cisco Network, Solaris/Linux/Unix Systems, Storage, Oracle Database, Security, Oracle Enterprise Manager Monitoring. - Willing to do systems outage root cause analysis, define support processes, and create knowledge documentation. - Provide overall technical leadership to projects involving multiple technical resources. - Work flexible hours at times to meet customer requirements, and flexibility to travel when required. - Conversant in English and Mandarin, to support global and China customers. |
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| Currency | |
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| Amount of Travel | |
25%-50% |