Systems Analyst 4-Support

Oracle

United States

Full time

Customer Services/Support + Customer Success

Sep 8

Job Description

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.




If you are a Colorado resident, Please Contact us  or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 178364 in the subject line of the email.

Responsibilities

The Managed Cloud Services application operations delivery team is responsible for providing technical services to support customer environment provisioning, software integration and implementation, data and environment migration to Oracle Cloud Infrastructure, and major product upgrades for the Fusion Middleware products. 

Team members are recognized for Fusion Middleware (FMW) product and technology expertise mainly on Oracle Cloud Infrastructure Gen-1 & Gen-2 and understanding of how they are applied to build customer solutions. They are called upon to create standards for architecture and sizing, help customers develop solutions to solve business problems, and develop the project and technical plans to upgrade software, modify configurations, change integration solutions, and add additional functionality. 

The team invests heavily in the design and development of tools and utilities to improve application and service availability. This includes tools to reduce the time-to-identify cause, time-to-restore service, auto-heal, and auto-fix scripts.

The team has global membership and responds to customer requests and incidents around the clock, 7 days a week.

This position requires experience and proficiency with the following skills and technologies. Candidates need not have depth in each of these areas:

Understanding of customer architecture on Oracle Cloud, DB Systems and Marketplace offerings of Oracle.

Migration and upgrade strategies for Oracle Databases to DB Systems, Middletier applications like SOA, IDAM, WebCenter, Oracle Data Integrator to on Oracle Cloud's IaaS, PaaS & Marketplace offerings.

Working knowledge of Infrastructure as a service (IaaS) service model of Oracle Cloud infrastructure (or any similar cloud providers). knowledge of key concepts like Compute, Storage, networking, Security & Identity, and databases.

Working knowledge of Platform as a service (PaaS) preferably Oracle SOA Cloud Service, Java Cloud Service and various Marketplace offerings in Oracle

Fusion Middleware (FMW) 11g and 12c: WebCenter Suite including Content and Imaging, SOA Suite, BPM Suite, WebCenter Sites- Administer, troubleshoot, integrate, manage via CLI and Fusion Middleware Control, plan/execute patching and major upgrades. Triage and resolve critical outage and availability incidents for the FMW products.

Identity & Access Management (IDAM) Suite: Configure IDM components to protect applications and other FMW products, troubleshoot authentication issues, manage LDAP directories.

DevOps tools, methodology and scripting, and Automation tools:

Design/build/test Shell, Python, and Java tools to support software life-cycle operations and maintenance activities. This includes patch automation, custom health checks, self-healing functions to detect and correct run-time exceptions or failures. Create and manage Ansible Playbooks or SaltStack to perform fleet management tasks such as application and platform configuration management. Proficiency with DevOps tools such as Git, Jenkins, Ansible, SaltStack, and Selenium.

WebLogic Server/JRockit/HotSpot: Configuration, WLST scripting, administration, troubleshooting, patching, JVM sizing and performance tuning, administering cluster topologies. Manage Java and WebLogic SSL keystores. Performing application server hardening to protect against malicious attacks.

Automation of various IaaS and PaaS offerings using REST APIs and Inbuilt CLIs for Cloud Infrastructure.

Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure.

As a member of the IT organization, assist with the analyze of existing complex programs and formulate logic for new complex internal systems. Prepare flowchart, perform coding, and test/debug programs. Develop conversion and system implementation plans. Recommend changes to development, maintenance, and system standards.

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. BS or equivalent experience in programming on enterprise or department servers or systems.

Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure.


As a member of the IT organization, lead the design, development, modification, debugging, and evaluation programs for extremely complex internal systems. Provide expertise to analyze existing programs or formulate logic for new internal systems. Develop conversion and system implementation plans. Recommend changes to development, maintenance, and system standards.


Provide leadership and expertise in extremely complex internal systems, frequently operating at the leading edge of technology. Recommend and justify major changes to existing internal systems. BS or MS degree or equivalent experience relevant to functional area. Ten or more years of related experience recommended.

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