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.As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.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 EmployerExperienced and high performing technical engineer with deep technical knowledge of customer environments, monitoring techniques, remote management designs and OCI. Overall owner of the customer's technical and monitoring solution from post-sale through the implementation phase and then handover to operations. Ability to work closely with new customers and the Implementation team to design and implement a robust monitoring and management solution applicable to the service levels purchased by the customer.Experienced technical design engineer able to perform tuning and advanced trouble shooting in areas of OCI, storage, networking, Linux, Unix, MS windows etc. DeliverablesPrimary technical resource during the customer implementation phase. This entails gathering customer specific requirements and documenting all aspects of the environment as required to build the monitoring solution. Design, develop and implement monitoring and management solutions for Oracle customers. Perform all necessary design and development work necessary to place a new customer into production.Undertake consultancy, professional services and build work as required.Negotiate middle ground with customers when their best practices don't align with our per-requisitesDiscuss connectivity requirements with customer staff and implement the connectivity via negotiated option. Work with customers to build and configure the Oracle Advanced Support Gateway as part of the provisioning processWork with Oracle services engineering team members to enhance our capability to monitor/manage various technologies effectively.CertificationOCI, ITIL, Storage, Systems, Security, Network, Server, and Database advanced technical certifications.Technology Certification:OCI, Linux ExperienceMinimum of 7 years experience working with IT customers managing multiple tasks/projects at the same time.The role requires expertise and hands-on knowledge in the following core technologies:-Must have 3+ years hands on experience with Oracle Enterprise Manager 13c.Experience with Oracle Cloud Infrastructure (OCI) including OCI Observability and ManagementExperience with Oracle's Fusion Middleware framework:Includes Weblogic 12c +, SOA Suite 11g +Strong monitoring, instrumentation, capacity measurements and performance or issue troubleshootingKnowledge of Java application deployment process best practices Expertise with RDBMS (Oracle preferred), SQL and Unix AdministrationExperience in the setting up or administration of Microsoft Windows Server 2012 R2 or later preferred but not essentialStrong scripting skills: Bourne shell minimum. Perl, WLST, and Python Strong knowledge of best practices around securing and auditing such as HTTP authentication and WS-Security authentication using SAML and Username TokensMulti-tasking, working independently and as part of a team in a fast-paced environment Expectations/SkillsTechnical Coordination: Coordinate and direct technical implementation meeting with customer's IT staff and/or Systems Integrator including being responsible for understanding the architectural design of a customer environment and taking this into account when developing a monitoring solution.EM13c Administration - Responsible for developing a monitoring and management solution for customers - includes installing and configuring the systems monitoring solution for specific technologiesStrong Teamwork: Work with other Monitoring Solution Development Engineers to identify the optimum configuration of the remote monitoring platform within the customer network. The solution must adhere to customer's security and performance requirements.Monitoring Solution Design: During the implementation phase, seek to understand unfamiliar elements and develop monitoring/management solutions for them. It may require augmenting existing solutions using plug-in framework.Monitoring Solution Design: Work with the customer and internal operations team to understand special operational requirements and developing a solution that fits into the existing operational framework, while still accommodating customer needs.Project team member: Used to working as part of a project team where deadlines are short and must be met in order to deliver a product or service on time and within budget.Understanding the importance of communicating status, risks and issues to the project manager in a timely manner.Posting Date: 2024-02-26
