Oracle Systems Analyst 4-Support in Prague, Czech Republic

Systems Analyst 4-Support

Preferred Qualifications

The Advanced Customer Services

(ACS) practice is a unit within the Oracle Customer Services Organization

that establishes long term relationships with many of Oracle’s largest

customers in EMEA through annual support contracts. Advanced Support

Engineers, working within ACS organization, deliver proactive and reactive

technical support services to these customers, assisting them to maximize the

stability, availability and performance of their critical business systems.

Advanced Support Engineers work on customer sites in all African, Middle East

and Europe countries. The role opened is focused on Advanced Long Term

support and also Architectural Support for Systems solutions, especially on

Solaris, Storage, High Availability(Cluster), Virtualization (OVM), Oracle

Tape Libraries and backup solutions, OpsCenter, Engineered Systems (ES)

especially SuperCluster and OVCA but also Exadata.

Brief Posting 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 a Senior Systems Engineer, you

will interface with 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 expected to work with

only general guidance from management while advising management on progress/status.

Job Requirements

Job duties are varied and complex

utilizing independent judgment. May have project lead role. Because of

substantial customer interfacing, a demonstrated ability to work with

customers on an independent basis with exceptional communication skills,

while consistently achieving the highest levels of customer satisfaction is

essential. A Bachelor’s degree in Computer Science, Engineering or equivalent

experience is preferred with ten years

related experience in production Environments. Experience with Oracle’s core

products, applications, and tools is important.

Additional Details

RESPONSIBILITIES: A mix of

proactively working with ACS customers (design and configuration assistance

and reviews, best practices workshops) and reactive work (troubleshooting,

performance analysis) to ensure their successful deployment of the Oracle Systems

products Technical assistance with installation

  • Customer solutions

architecture concepts and review Performance assessments and tuning System

configuration health checks Upgrade and implementation planning and advice on

Patch Management Proactively alerting customers to product developments and

issues Knowledge Transfer: Prepare and present training programs, designed to

educate Support Services employees and customers on technical topics Delivery

of reactive onsite technical support in a timely manner Perform root cause

analysis of difficult product problems and their solutions/technical

escalation management Interact with key customer personnel to enhance

collaborative problem solving Provide and verify problem workarounds or

patches

  • Researching and responding to technical enquiries Dedicated

technical contact with a good knowledge of the customer's technical

requirements and environments Form effective professional relationships with

Oracle Service Delivery Managers, Oracle Product Support and customer staff,

at all levels, to ensure customer satisfaction with Oracle's products and

support organization.

EXPERIENCE: Required Skills:- University Degree;- Minimum of 5 years of Solaris and Solaris Cluster

experience with supporting/managing production and non-production systems-

Advising on system high availability solutions and design of physical data

storage, maintenance, access and security administration- Experience with

complex incident diagnostics and resolutions in multivendor and

multi-technology environments- Deep Solaris Knowledge, diagnostic and

troubleshooting- Deep Solaris virtualization Knowledge (zones, containers,

logical domains)- Advanced performance tuning and optimization techniques-

Proven experience in developing, reviewing, and implementing hardware

installation plans for customers- Working knowledge of hardware product

range, product installation and Break/Fix maintenance support- Proven

customer management support skills- Ability to remain focused under

pressure.- Customer Focus and problem solving approach- Teamwork- Fluent

in English- Availability to travel

PERSONAL COMPETENCIES: Proven experience in designing

but also installing, configuring Oracle systems

and Engineered Systems products, preferably gained in a production

environment

  • Self motivated and resourceful Strong verbal and written

communication skills in English Ability to spot proactive services to the

benefit of customer Ability to work as a team-player as well on own

initiative Ability to work under pressure in escalated situations Ability to

have effective communication with the appropriate levels when dealing with

complex situations Ability to take ownership of (escalated) problems Ability

to demonstrate advanced product knowledge by building and showcasing best

practices Strong interpersonal, presentation and communication skills are

required. A successful candidate must also excel at presenting technical

findings directly to Oracle customers, at all levels of the organization.

Oracle Certified or Professional qualification for Systems products will be

an advantage

PROFESSIONAL COMPETENCIES: University Degree or comparable

education/professional experience Work experience in Support, Consulting,

Education or Pre-Sales would be ideal Excellent experience with Systems and Engineered Systems products Knowledge of the

Oracle Database At least 5 years experience in working with Systems

products

Detailed Description and Job Requirements

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.

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.

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.

Job: Support

Location: PL-PL,Poland-Warsaw

Other Locations: CZ-CZ,Czech Rep-Prague, GR-GR,Greece-ATHENS, SK-SK,Slovakia-Bratislava

Job Type: Regular Employee Hire

Organization: Oracle