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 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.
Roles and responsibilities for this Tier-3 position include:
* Ensure operational stability of the customers’ environment by handling and documenting technical requirements for incidents, change requests, and proactive management tasks.
* Understand the customers' technology requirements and the role our support plays in their success, managing Incidents, Problems, and Changes tickets supporting it.
* Resolve tickets with expedience and diligence.
* Regular review and update of assigned Incident, Problem, and Change tickets.
* Create, update, and maintain knowledge articles and runbooks.
* Work closely with other T3 teams and communicate with them to resolve technical challenges and work issues to resolution, with the ability to resolve, report, and identify technology-specific issues.
* Provide 24x7 support working on shifts in a 365x7x24 model and/or on-duty model for the European and Global Customer Base.
* Be part of the current team working in Madrid Control Center with availability to be included in a shift model or rota covering Out Of Hours during weekdays, weekends, and bank holidays.
* Travel availability to other countries.
As a Senior Systems Engineer, you will interface with the customer's IT staff regularly, either on-site or remotely. You will be responsible for resolving moderately complex technical problems related to the installation, maintenance, use, and repair/workarounds for Oracle products. You should have extensive experience with some Oracle products and various supported platforms. You will work with general guidance from management and advise on progress/status.
Qualifications - Technical Skills:
* Ability to communicate technical aspects effectively to both business and technical stakeholders; proficiency in English (written and verbal) is mandatory.
* Experience in troubleshooting (Incident and Problem Management) using various ticketing tools within the ITIL framework.
* Experience in Change Management processes under the ITIL framework, including recommending, justifying, and implementing changes.
* Thorough understanding of Oracle Fusion Middleware architecture.
* Preferred candidates will have knowledge and experience with Oracle WebLogic Server, Oracle Service Bus, Oracle Business Intelligence Enterprise Edition, Oracle Analytics Server, Oracle Internet Directory, Oracle Data Integrator, Oracle Forms and Reports, and Oracle PaaS.
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