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Senior Technical Analyst
Oracle
posted 16d ago
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Flexible timing
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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 within Oracle for customer needs. This involves resolving post-sales technical issues by performing troubleshooting, analysis and debugging within application and infrastructure layers for performance related issues arising out of application or infrastructure causes. As a Senior Technical Applications Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. This would include tasks such as analysis, design develop, fix and debug software programs for commercial or end user applications and on occasion create modify code.
In this role you will serves as a technical subject matter expert (SME) in one or more technical areas. You will focus on learning and acquiring the skills necessary to work and troubleshoot through the entire infrastructure stack, working with a variety of organizations such as multiple Development organizations both applications and technology, Operations, and other Support organizations to resolve complex customer issues. As the most skilled technical engineer on the Software Support team, you actively participate and drive customer issues to resolution in collaboration with other product, technology and operations teams. You will review health of infrastructure components as part of triaging, problem identification and engage the necessary teams on internal bridge calls to help resolve the issue quickly.
You will develop a deep understanding of how an Oracle product or application integrates and interoperates with other Oracle applications or third-party applications. This entails engaging with other similar experts across Application pillars, Middleware and Database, to solve complex integration issues. You will serve as an extension of DevOps team with the goal to assist your respective Support teams / peers in troubleshooting and resolving customer s performance issues. You will be responsible for triaging customer bugs for your subject area and assist development with bug prioritization.
You will be regularly engaged for critical customer issues to ensure resolution to the customer s satisfaction and that the customer s voice is accurately reflected to all teams within the organization. You will also make specific recommendations for both product and knowledge (doc) improvements to help improve product supportability and customer self-service. With deep functional and technical understanding of the products, you will also be responsible for finding opportunities and creating ways to proactively detect problems in customer s application environments e.g. via Business Process Monitoring, Sensors etc. and help create a better service experience for Oracle customers.
You will effectively communicate updates on troubleshooting throughout duration of incident and any action plans thereof, to customer management and internally to Oracle executives.
Career Level - IC3
Roles and Responsibilities
As a performance troubleshooting engineer you would be involved in with following activities (but not limited to)
- DevOps experience with focus on performance troubleshooting in customer environments and identifying root causes.
- Analyze performance metrics and perform health checks on environment to identify any potential impact areas.
- Review root causes on performance issues and advise on improvements.
- Work with Operations to perform CAPA on major customer issues.
- Point of contact for performance related issues and working with other pillars to strengthen the support model between teams.
- Performance POC, to assist Support engineers in identifying and resolving performance related issues.
- Work with Product Strategy on product improvement recommendations.
- Handle complex technical issues during critical customer escalations.
- Work with Cloud Operations and Development on improvements through sensors and process improvements.
- Understand the capabilities and tooling needs of support and drive innovation, build and development utilities such as sensors, log parser tools, scripting, analyzers, etc.
- Work with development to incorporate tools into the application (shift left focus).
- Work with Documentation team on improved documentation when issues have been identified for better self-service and less service requests.
- Work in 24/7 environment with defined shifts and work hours including weekends and holidays on rotation basis.
Qualifications
The ideal candidate will possess the following skills but may not be limited to:
- BS Computer Science/Management Information Systems/Science/ Engineering / Math / Physics / Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications and infrastructure at functional and technical level (preferably Oracle).
- Six plus years experience with core / application products in Apps DBA or Sys DBA role.
- Experience building and/or troubleshooting enterprise business applications
- Operations / DBA / DevOps / DevSecOps, experience (or equivalent) in managing enterprise business applications.
- Strong understanding of integration platforms such Oracle Integration Cloud, MuleSoft, TIBCO etc., to be able to troubleshoot issues in Middleware layer. Trace data issues through application layers, integration platform layer, database and network.
- Strong knowledge of SOAP, REST Event Hub, WebLogic, Web services and SOA .
- Exceptional diagnostic and troubleshooting ability across all layers of infrastructure (Network, Middleware, application servers and database) and skilled in using industry standard tools and techniques.
- Extensive experience monitoring, tuning and/or changing complex applications to optimize the product configuration to perform to customer expectations.
- Extensive experience with one or many aspects of Enterprise Business Application (Product expertise, log analysis, structured troubleshooting techniques, etc.)
- Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on.
- Ability and demeanor to assist junior members of the team in training on new products and technologies is highly desired.
- Ability to simplify and communicate complex pieces of technical information to customer executives.
- Self-starter with strong persuasive and perseverance abilities to drive the troubleshooting process with goal of solving customer issues asap.
Employment Type: Full Time, Permanent
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What people at Oracle are saying
Rating based on 6 Senior Technical Analyst
reviews
Anonymous · Engineering - Software & QA
in Bangalore / Bengaluru
Likes
There is every element that any employee would look for working with Oracle. Except for the compensation part.
- Skill development - Excellent+5 more
Dislikes
The compensation aspect isn't that great. But I've seen people loved to stay in Oracle because they get everything else in Oracle.
- Salary - Poor
Senior Technical Analyst salary at Oracle
reported by
48
employees
with 8-11
years exp.
₹8
L/yr - ₹24
L/yr
37%
more
than the average Senior Technical Analyst Salary in India
View more details
What Oracle employees are saying about work life
based on 5.1k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Oracle Benefits
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