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Job Description

Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options, etc.

Responsibilities:

1. Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.

2. Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.

3. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.

4. The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.

5. Educate and walk the customer through the problem-solving process.

6. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.

7. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)

8. Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.

Requirements

1. Degree in Computer Science, Engineering, related field or equivalent.

2. Minimum 3 Years’ experience as an Oracle database engineer/DBA

3. Excellent written and spoken English communication skills. Candidate will be working remotely with high-profile customers around the world.

4. Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.

5. Skills in RAC, ASM, Performance tuning, HA, Backup and Recovery are a plus

6. Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.

7. Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice

8. A ble to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zones.

Career Level - IC2

About Us

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 Employer