Principal Advanced Support Engineer Customer Design - Bangalore - Oracle
- Principal Advanced Support Engineer Customer Design
- Bangalore KA
- 19 May, 2017 30+ days ago
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With more than 420,000 customers and deployments in more than 145 countries, Oracle offers the most complete suite of fully Integrated Cloud Applications & Platform Services.
Oracle Advanced Customer Support (ACS) operates globally as part of Oracle Customer Support Services and delivers personalised and proactive mission-critical support for organisations seeking to maximise the availability, performance and value of their Oracle solutions. We provide customised, proactive solutions for all Oracle applications and technologies and customers span all major industries, including 84% of Fortune 100 companies and 82% of top 50 world governments.
The Advanced Support Cloud services provided by ACS are implemented by the ACS Cloud Operations Implementation group, comprising of Implementation Project Managers and Customer Design Engineers. This role reports to the Senior Manager of ACS Cloud Operations Implementation group.
Experienced and high performing technical
engineer with deep technical knowledge of customer environments, monitoring
techniques and management designs. Overall owner of the customer's
comprehensive ACS Cloud Operations service technical and monitoring solution
from post-sale through the implementation phase and then handover to
operations. Ability to work closely with new customers and the Implementation team
to design and implement a robust monitoring and management solution applicable
to the service levels purchased by the customer.
Experienced technical design engineer able to
perform tuning and advanced trouble shooting in areas of storage, networking, Linux,
Unix, MS Windows etc.
Primary technical resource during the
customer implementation phase. This entails gathering customer specific
requirements and documenting all aspects of the environment as required
to build the monitoring solution.
Design, develop and implement monitoring and management solutions for Oracle customers.
Perform all necessary design and development work necessary to place a new customer into production.
Undertake consultancy, professional services and build work as required.
Negotiate middle ground with customers when their best practices don’t align with our pre-requisites
Discuss connectivity requirements with customer staff and implement the connectivity via negotiated option.
Work with customers to build and configure the Oracle Advanced Support Gateway as part of the provisioning process
Work with Oracle services engineering team members to enhance our capability to monitor/manage various technologies effectively.
Experience and Certifications:
The role requires expertise and hands-on knowledge in the following core technologies: -
Must have 3+ years hands on experience with Oracle Enterprise Manager 12c+
Experience with Oracle’s Fusion Middleware framework: Includes Weblogic 11g +, SOA Suite 11g +
Storage, Systems, Security, Network, Server, and Database advanced
technical certifications as well as Oracle DBA and Fusion Middleware
Strong monitoring, instrumentation, capacity measurements and performance or issue troubleshooting
Knowledge of Java application deployment process best practices
Expertise with RDBMS (Oracle preferred), SQL and Unix Administration
Experience in the setting up or administration of Microsoft Windows Server 2012 R2 or later preferred but not essential
Strong scripting skills: Bourne shell minimum. Perl, WLST, and Python
knowledge of best practices around securing and auditing such as HTTP
authentication and WS-Security authentication using SAML and Username
Multi-tasking, working independently and as part of a team in a fast-paced environment
Technical Coordination: Coordinate and
direct technical implementation meeting with customer's IT staff and/or
including being responsible for understanding
the architectural design of a customer environment and taking this into account
when developing a monitoring solution
EM12c Administration - Responsible for
developing a monitoring and management solution for customers - includes
installing and configuring the systems monitoring solution for specific
Strong Teamwork: Work with
other Customer Design Engineers to identify the optimum configuration of
the remote monitoring platform within the customer network. The
solution must adhere to customer’s security and performance
Monitoring Solution Design: During the
implementation phase, seek to understand unfamiliar elements and develop
monitoring/management solutions for them. It may require augmenting
existing solutions using plug-in framework.
Work with the customer and internal operations
team to understand special operational requirements and developing a solution
that fits into the existing operational framework, while still accommodating
member: Used to working as part of a project team where deadlines must be met
in order to deliver a product or service on time and within budget.
Understanding the importance of communicating
status, risks and issues to the project manager in a timely manner.
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.