Job Description

As a member of support organization, the job focus is to deliver high quality customer service to the Oracle database cloud customer base while serving as an advocate for the customer needs. The job profile involves resolving technical issues mostly raised by customers through the customer portal. The job responsibility includes:

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Researching, diagnosing, fixing and identifying solutions to resolve technical issues.

• Following standard operating procedures for proper engagement of internal and external partners.

Oracle Database-as-a-Service

Oracle Database-as-a-Service (DBaaS) brings the power and versatility of the Oracle Database to the cloud. As a service offering built on top of Oracle Cloud Infrastructure, it integrates award winning Oracle database technologies such as the Oracle Autonomous Database, Oracle Exadata and Oracle Real Application Clusters (RAC) making them available to customers of all stripes both for Online Transaction Processing (OLTP) as well as Data Warehousing workloads.

References

• https://www.oracle.com/database/what-is-a-cloud-database

• https://www.oracle.com/database/autonomous-database.html

• https://www.oracle.com/database/what-is-autonomous-database.html

Educational Qualification

• Degree in a relevant field from a recognized university

• B Tech / M Tech / BE / MCA / MSc or B.Sc Computer science

Required skills

Technical

Working Experience in Oracle Cloud Technologies – Oracle Cloud Infrastructure (OCI)

Work experience and in-depth knowledge in

• Oracle Cloud Infrastructure - Base Database Service

• Autonomous Database - Shared/Dedicated

• Backup Cloud Services

• Oracle Database Autonomous Recovery Service - ZDLRS/DBRS/RCV

In-depth knowledge and working experience in Oracle Database Performance Tuning

• Fixing performance issues

• Instance Tuning

• SQL Tuning

Good working knowledge of other Oracle Database Areas

• Backup and Recovery

• Dataguard

• Real Application Clusters, ASM

Experience in the following

• Operating System (various Unix & Linux flavors).

• Networking & Hardware.

• Virtualization

Customer Management

• Ability to understand customer problem and provide technical solution in timely manner.

• Ability to understand customer urgency and sensitivity of problem.

• Ability to speak confidently and communicate clearly with customer.

• Ability to work efficiently with a highly demanding customer.

• Ability to collaborate effectively with different stake holders – internal and external.

• Independent and self-motivated.

Work Experience

• 12+ years of experience in Administration/Fixing/Maintenance of the Oracle Database.

• Working knowledge in Oracle cloud or any other leading cloud technologies.

• Oracle Database Performance Tuning – Instance and SQL Tuning

Career Level - IC4

Responsibilities

As a member of the Support organization, your focus is to deliver post-sales technical support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales technical customer inquiries via phone and electronic means, as well as, fixing technical issues for Electronic Support Services. As 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 increasedfixing issues.

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/use 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.

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. 12+ years’ industry experience

Life at Oracle and Equal Opportunity:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Which includes being a United States Affirmative Action Employer

https://www.oracle.com/corporate/careers/diversity-inclusion/

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer