Technical Analyst 4-Support

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.

Career Level - IC4

Responsibilities 

 RESPONSIBILITIES: 

To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and mode.

Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

Working towards, adopting, and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

Contributing to Knowledge Management content creation and maintenance

Working with development on product improvement programs as required
Operating within Oracle business processes and procedures.

Respond and resolve customer issues within Key Performance Indicator targets.

Maintaining product expertise within the team.

Developing and maintaining expertise around Database Security and general IT Security issues.

Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.

 QUALIFICATIONS: 

Bachelors degree in Computer Science, Engineering or related technical field

3+ years of proven professional and technical experience in database, network or system administrator role.

Excellent verbal and written skills in English

 SKILLS & COMPETENCIES: 
 Minimum technical skills: 

General Oracle Database administration

SQL knowledge

PL/SQL skills

Operating system knowledge (Unix, Linux and/or Windows)

Desirable technical skills:

Understanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and Advanced Security Options)

Understanding of Oracle Database Vault and Database Firewall

Network administration

Understanding of Oracle Grid Control, or at least 1 other major (non-database) Oracle product (for example EBS, Weblogic, etc.)

Experience of administering other databases (MySQL, PostgreSQL, SqlServer, DB2)

Programming in C or Java

 Personal competencies: 

Desire to learn, or expand knowledge, about Database Security and associated products

Customer focus

Structured Problem Recognition and Resolution

Experience of contributing to a shared knowledge base

Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.

Communication

Planning and organizing

Working globally

Quality

Team Working

Results oriented



Skills:
Oracle Database,Technical Support,Troubleshooting