The Advanced Customer Services (ACS) is a unit within the Oracle’s Customer Service Organization that establishes long-term relationships with many of Oracle's customers through annuity-based service contracts and project based one-time services. ACS services team sells from a broad IT-services portfolio both in fixed price and T&M basis. ACS services are typically requested by large Oracle customers that require the utmost attention to real mission critical applications and processes. ACS covers the majority of large-scale Oracle customers.
Oracle Advanced Customer Services provides unmatched, tailored support that ensures organization’s Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete, all while coexisting within your IT environment.
ACS is industry- leading expertise with the highest customer satisfaction to support organization’s business every step of the way.
Description
What You’ll Do
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 inquiries regarding the use of and fixing for our Electronic SupportServices.
- A main 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 advanced issues.
- As an Advanced Support Engineer, you will collaborate 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 encouraged to work with only general mentorship from management while advising management on progress/status.
- Job duties are varied and complex using independent judgment. May have project lead role.
- Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with outstanding communication skills, while consistently achieving the highest levels of customer happiness is critical.
Required Skills/Experience
What You’ll Bring
- Available to work in 24X7 capability.
- Strong Performance tuning skills – Query level tuning / DB tuning / Memory level tuning.
- Expert knowledge of Oracle Database, Goldengate, Exadata, Oracle RAC, Oracle ASM, Data guard, Backup & Recovery etc.
- Strong DBA skills and relevant working experience with Oracle Database 11g and 12c.
- Experience implementing high availability features of Oracle Database.
- Experience in Oracle Enterprise Manager (OEM) 11g/12c/13c is a plus.
- Knowledge on DB Security viz. AVDF, DB Vault, Oracle Key Vault, e-Wallet, TDE would be added advantage.
- Sharp technical fixing skills.
- Good understanding of support processes.
- Ability to manage advanced technical situations & develop action plans.
- Ability to spot proactive services that benefit of customer
- Ability to facilitate issues with Development and Support
- Strong analytical skills
- 7+ years of experience with Oracle Database as an DBA/Consultant/Support Engineer
