Senior Systems Analyst - Support (Db, Oci) (Zapopan)

Overview

The main role of a Support engineer is to troubleshoot highly complex technical problems (related to Oracle Database/Exadata) requiring a high level of technical expertise.

Technical Skills

• Good knowledge and solid troubleshooting experience in all areas of Oracle database technology.
• Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery.
• Oracle Exadata – Database Machine Administration (DMA).
• Oracle Exadata – full stack patching.
• Good experience in Oracle GoldenGate & troubleshooting skills.
• General Oracle Database Administration tasks.
• Experience in database upgrades, migrations, installations and patching.
• Good knowledge and experience on Oracle Database Backup and Recovery (RMAN).
• Experience on Oracle Database High Availability, Real Application Clusters (RAC).
• Implementation and Maintenance of Oracle Database Disaster Recovery, Data Guard.
• Expertise in Oracle Database Performance Tuning.
• Oracle Enterprise Manager – Cloud Control / Grid Control.
• Strong Communication, presentation, facilitation and influencing skills.
• Ability to quickly grasp complex technical issues.
• Willingness to work in shifts and on weekends.
• Great problem‑solving skills, with a strong bias for quality and engineering excellence at scale.
• Not only must you be able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but also handle with utmost professionalism without compromising customers' satisfaction.
• Oracle Cloud Infrastructure knowledge is a plus.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, related field or equivalent.
• More than 4 years of experience as an Oracle database Administrator or Exadata Administrator.

Career Level - IC3

As a member of the CSS 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.

Responsibilities

• As a Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction.
• A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues.
• Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
• Manage customer's escalations/expectations and ensure timely delivery of high‑quality resolution on technical issue focusing on root cause analysis and prevention.
• Providing guidance and assistance either as required or as part of longer term engagements with key customers.
• Providing reactive onsite and/or remote technical assistance in close cooperation with Integral Support and Product Development for problem analysis and investigation.
• Ability to cover ad‑hoc requests, either in local customers or out of country.
• To take part in customer meetings where technical input is required for critical (P1) or escalated issues and provide advice as needed.
• To generate and maintain customer deliverable(s) / documentation for customers.
• Be available to work in 24x7 capabilities if an escalation requires flexibility in work schedule.