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

Technical Skills

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. Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology. Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery.

• Experience in one or more of the following technical areas is a plus: Oracle Security products, Oracle Golden Gate, Exadata, Super Cluster, ZFS, ZDLRA.
• Oracle Exadata - Database Machine Administration (DMA).
• Oracle Exadata - implementation / configuration.
• Oracle Exadata - full stack patching.
• Good knowledge and technical experience on ZDLRA, ILOM, Hardware/DIMM replacement activities.
• 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.
• Good understanding of Server, Storage, Networking infrastructure.
• Good understanding of Linux Server operating system, including scripting and troubleshooting.
• 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 able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers' satisfaction.
• Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice.
• Able to work with mínimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone.
• Strong knowledge in Oracle Cloud Infrastructure.

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, related filed or equivalent. More than 8 years of experience as an Oracle database Administrator or Exadata Administrator. Career Level - IC4.

Responsibilities

• 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.
• Resolve 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.
• Act as a primary point of contact for customers, facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• As a Principal Support Engineer, offer strategic technical support to assure the highest level of customer satisfaction.
• Primary focus on creating/utilizing 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 customers' escalations/expectations and ensure timely delivery of high-quality resolution on technical issues focusing on root cause analysis and prevention.
• Develop and implement strategies for proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
• Educate and walk the customer through the problem-solving process.
• Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc).
• Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.
• Be available to work in 24x7 capabilities if an escalation requires flexibility in work schedule.