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Systems Analyst 5-Support (NSC)-21000MPHApplicants are required to read, write, and speak the following languages : English
Oracle Advanced Customer Services (ACS) provides mission critical services and managed services for complex IT environments.
These advanced services help maximize performance, achieve high availability and reduce risk across the complete Oracle stack from applications, middleware, and database to server and storage systems.
Advanced Support Engineers (ASE) provide support in the continuous operational improvement of Oracle environments. ASEs do this by leveraging Oracle’s support-based intellectual property and customers’ experiences throughout their involvement with Oracle’s technologies.
Core Objectives :
Provide customers with Best Practices for deploying Oracle software, systems and technology enabling the delivery of Personalized, Proactive, and Preventative support to customers
Drive higher stability, availability, increased performance and faster ROI on customers’ deployments of Oracle technology
Support Customer relationships with ACS focused on collaborative, long-term partnerships. The ASE should support user acceptance, risk mitigation and the minimizing of overly complex customizations leading to shorter deployment cycles and better supportable installations.
Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities
Work with other Oracle Line of Business (LOBs) and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required
Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS
Core Responsibilities :
The ASE role is incorporated into and assumes the Technical Role in every element of ACS services which cover the full spectrum of Oracle products and technologies.
ASE roles deal with differing types of customer engagements at varying and specific points of customers’ implementations.
For Customers :
Provide expert guidance and assistance as a trusted technical advisor to customers
Build strong relationships internally within Oracle and externally with customers
Increase customer stability for our customers, through promotion of Oracle Best Practices
Provide proactive problem avoidance for stability, higher availability and ensure problems are prioritized
Be the first escalation point of contact for technical issues.
Fulfill the role of Lead technical field contact point for various Line of Business (LOBs)
Assist Customers in devising workarounds to known problems.
Assist Customers with planning and testing of software updates and upgrades
Provide proactive and reactive remote or onsite technical assistance in close cooperation with Global Customer Support and Product Development
Perform problem analysis and investigation, providing documented technical solutions ready for customers to implement, test and maintain
Assist in creating test cases for customer Bugs as required for Product Development to access
Where contractually required : Assist and manage the remediation of all incidents experienced in a supported environment.
Assist and manage the execution of changes in a supported environment. Willingness to work in 24x7 shifts upon request
For Customer Satisfaction and Quality :
Represent Oracle with high standards of quality and customer satisfaction
Ensure all Deliverables and interactions with customers are of highest quality. Written deliverables should be peer reviewed by an experienced ASE
Support peers in ensuring quality of work is as highest calibre
Ensure customers’ experience when engaging with ASEs contributes to the expected high levels of customer retention for ACS.
Active participation with the relevant, regional and global collaboration programs to share best practices, technical knowledge and experience among ASE community
Work closely with Technical Account Managers (TAMs), ACS Sales and Presales
Ensure customers’ experience of ACS is the best possible
Be part of various technical forums, acting as a credible leader
Cooperating with internal units within ACS and Global Customer Support
Knowledge of different deliverables and knowing how to use relevant tools for collecting data and performing technical analysis
Take part in conducting interviews for key skills as and when requested. Feedback to management on suitability of candidates.
Training and Professional Development :
Understand technical / functional direction of Oracle products
Maintaining, improving and applying knowledge of Oracle technologies and system architecture through a combination of self-learning and structured training for personal development
Build own Personal Development Plan and to discover any critical development areas to be reviewed and discussed with the relevant manager.
Support the junior ASEs to improve their personal Development Plan.
Actively seek appropriate qualifications / certifications to enhance and solidify experience and demonstrate unique value proposition to customer by which requirements cannot be fulfilled by other internal and external resources
Identify opportunities for improvements to ACS processes and services and implement changes as agreed by ACS leadership.
Utilize customer experience and needs to determine new opportunities and methods for ACS to engage with customers.
Provide input in the development of new offerings to generate customer interest based on experience and customer experience / needs
Preferred Skills & Competencies :
Minimum of five (5) years of experience with the following Oracle technologies : Oracle Database : Real Application Clusters, DataGuard, Active Data Guard, Multitenant with working knowledge of installation, configuration, tuning, patching, upgrades, Database migration, Backup & Recovery, High Availability and Disaster Recovery
Minimum of two (2) years of experience with Cloud platforms or Converged infrastructure from Oracle or other vendors;
Working knowledge of following Oracle technologies / Services would be an advantage : GoldenGate, Partitioning, Real Application Testing, Oracle Application Express (APEX), SQL tuning Enterprise Manager Cloud Control Linux and / or Solaris Oracle Cloud Infrastructure (OCI) : Database Cloud Services / PaaS, IaaS Oracle Cloud Customer Engineered Systems : Exadata, SuperCluster, Database Appliance, ZFS Backup Appliance etc.
Oracle Certifications would be an advantage Oracle Database Administrator Certified Professional (OCP), Oracle Cloud Infrastructure Foundation Certified Associate, Oracle Cloud Infrastructure Certified Architect Professional
Candidate must hold a Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related field;
Other Requirements :
Must meet requirements for receiving Government of Canada Secret clearance, including 10 years of verifiable history in Canada
Bilingual (French / English) preferred
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 a Senior Principal Systems Engineer, you are a guru, with strong expertise across the stack & tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.
g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization.
You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.
Provide leadership and expertise in the development of new products / services / processes, frequently operating at the leading edge of technology.
Bachelor*s and Master*s degree in Computer Science or Engineering (Advanced degree such as MBA and / or Ph.D. a plus) 10 years related experience prior to taking this position.
In addition, extensive experience with Oracle*s core products, applications, and tools. Only proven top performing candidates of high integrity in previous job positions / grades are considered.
Yes, 50 % of the Time
Regular Employee Hire