Oracle Advanced Customer Services (ACS) practice is a global business within Oracle Customer Service Organization that establishes long term relationships with many of Oracle's largest customers through annuity-based support contracts. ACS delivers front-of-the-line personalized support services that are complementary to Oracle Premier Support designed for customers having advanced support needs.
ACS Platform team offers a wide range of proactive and reactive services in the form of technical workshops, technical reviews and Expert Assistance covering the whole lifecycle of Database operations, before, during and after go-live. Service Delivery Engineers work on customer sites as needed and from our offices, assisting customers to maximize the stability, availability and performance of their critical business systems. Training is provided to ensure Service Delivery Engineers maintain an up to date knowledge of Oracle products and services.
Brief Posting Description
ACS Database specialists are highly experienced technical experts with deep practical knowledge of Oracle Database, implementation and underlying technologies. 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 Database Engineer, you will interface with the customer’s IT staff on a regular basis, cooperating with ACS Technical Account Manager (TAM) for each customer. Either at the client’s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported.
You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment and may include project lead role.
Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor’s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Strong and deep experience with Oracle’s core products, Database and tools is mandatory.
Recognized as an expert in Database and its Technology components with deep hands-on skills in the following areas:
Supporting our customers on their journey to cloud : New cloud, private cloud and hybrid (PaaS & IaaS)
Database from 9i to 12c
RAC Database 9i/12c.
DBA daily operational tasks.
Platform Migration and High Availability Solutions
Data Guard , RMAN , GoldenGate , Cloud Control
Performance Tuning for Database
Installing, upgrading and administrating Oracle Database stack in line with the clients requirements
Conduct reviews, workshops, assistance and gathering data as defined by the ACS Service Portfolio
Technical assistance with software installations
Proactively alerting customers to product developments and issues delivering technical presentations
Delivering reactive technical support in a timely manner
Problem analysis and investigation, root cause identification
Providing and verifying problem workarounds or patches in close relation to Oracle Product Development
Researching and responding to technical inquiries
Formally communication of findings and recommendations to customer further to service execution
Acting as an ambassador for Oracle ACS and Oracle products
Get recognized as Technical Leader and Trusted Advisor at assigned customers for supported technology areas
Providing support and technical assistance to TAM’s as required
Cooperate with customers, implementation partners and TAM’s to ensure proper design and implementation of Oracle products for Database stability, maintainability & performance in respect to Oracle best practices
Developing and maintaining relationships with the Service Management contacts within the designated account(s) and relevant third parties to encourage participation in account activities
Ensure the account(s) is a referenceable customer
Acting as the key point of contact and advocate for the customer and Oracle Support.
Taking ownership and technical leadership for critical or complex issues
Pro-actively identifying potential issues and raising/resolving with the customer
Teaming with other ACS experts to resolve customer cross-products issues and requirements.
Working and cooperating closely with TAM’s, Oracle Product Support, Product Management/Development and customer staff at all levels to ensure customer satisfaction with Oracle's products and support organization
Continuously maintain and expand in depth expert level knowledge and pass relevant trainings and certifications for On Premise and Cloud technologies to assist ACS customers in their Cloud roadmap move
Contribute to ongoing evolution of ACS services or development of new services : propose and take part in definition of new services within ACS Portfolio.
Participate and actively contribute to related ACS Applications and Cloud competency groups
Computer Science or related degree discipline
Native French speaker required to address local market requirements, others languages are a plus
Good command of English language (Written/Spoken) as part of ACS EMEA global organization
Excellent problem solving and analytical skills
Financial processes understanding and background
Self-motivated and resourceful, willingness to continuous learning
Excellent written and verbal communication skills in support of expert recommendations provided
Good presentation skills
Beyond technology expertise understanding of customer functional and business implications to support and optimize at best their solutions
Ability to establish trust and long term relationship
Ability to work as a team player as well as on own initiative
Ability to work under pressure in escalated situations
Willingness to travel during week to work on customer sites
Ability to address issues beyond own speciality area for complex integrated solutions
Oracle Certified Professional qualification an advantage
Likes working in an internationally oriented team
Knowledge and familiarity with Oracle Support and Product Development organizations an advantage