Systems Analyst
Oracle Advanced Customer Services (ACS), a global business unit within Oracle Support, focuses exclusively on facilitating the continual operational improvement of customers’ Oracle environment—throughout the life of their Oracle solution. Majority of the services are delivered out of Solution Support Centers (SSC).

Each SSC is made up of a number of highly skilled and experienced Oracle engineering teams in charge of servicing a designated set of ACS Customers.

Service delivery is primarily remote. Advanced knowledge of Oracle product stack from an implementation and supportablity standpoint is preferred. The teams report into SSC Management team.

Brief 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.

Detailed Description:
As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Job Requirements:
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.

Responsibilities:
  • Resolve complex, or previously unknown issues requiring expert knowledge of Java/J2EE/clustering/Application servers
  • Work on service requests involving product issues and identify root cause of product defects.
  • Provide workarounds to provide immediate relief to critical issues
  • Liaison with product development and product management to articulate customer issues and facilitate problem solution
  • As a subject matter expert, help customers with best practice and implementations of solutions involving Java/J2EE/Clustering/Application Servers
  • Deliver presentations and knowledge transfers to customers
  • Deliver configuration/performance assessments and architecture reviews
  • Be aligned with SMEs internal and external to Oracle and be abreast of the the happenings in the J2EE/clustering world and distill the experience for ACS customers.
  • Be available to work in a 24X7 fashion when required, carry pager on rotation basis and occasional travel involved
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Posted: 2010-05-11
Location: Global
Environment: Home-Based