Oracle Advanced Support Engineer, ACS Global Delivery, Fusion Middleware in Turkey, Turkey
Advanced Support Engineer, ACS Global Delivery, Fusion Middleware
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 Fusion Middleware (FMW) products.
Technical assistance with software installation
Customer solutions architecture concepts and reviews
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
Resolve high level, complex or previously unknown issues, requiring expert technical knowledge and business acumen
Perform root cause analysis of difficult product problems and their solutions/technical escalation management
Interact with key customer personnel to enhance collaborative problem solving
Providing and verifying problem workarounds or patches
Researching and responding to technical enquiries
Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
Become a trusted advisor for our ACS customers
Forming 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.
A minimum of 4-5 years of experience in the field of Oracle middleware products in combination with Oracle Databases.
Java J2EE experience is mandatory.
In depth knowledge of the following Oracle Fusion Middleware products:
Oracle Service Bus (OSB)
WebCenter Content (UCM)
Oracle Application Server
Oracle Access Management (OAM)
Oracle Internet Directory (OID)
In-depth understanding of application 3-Tier Architectures (Web, Application and Oracle Database tier) is mandatory
Oracle DBA knowledge and/or SQL or PL/SQL development experience is an advantage.
Knowledge of Oracle VM / Virtualization solutions is an advantage.
Strong Unix/Linux skills are essential, additional Windows Server skills are useful
Proven experience in installing, configuring, administering and tuning Oracle middleware products, preferably gained in a production environment
Excellent troubleshooting and analytical skills in a customer facing 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
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.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire