Job Description

In-depth Knowledge of Oracle WebLogic administration and maintenance

Understanding of Oracle OEM

FMW Middleware administration

Deep understanding of shell scripting

Knowledge in the OIAM suite (OAM, OID, OVD, OIM) is an added advantage

Knowledge in OEM, EBS. EPM Systems (Hyperion), Siebel would be an advantage

Solid grasp in OHS, Tomcat, and Apache.

Solid grasp in OCI/IAAS.

Career Level - IC4

Responsibilities

To handle and resolve Service Requests/Incidents logged by customers (internal and external) on Oracle WebLogic/Middleware products and either in EBS, PeopleSoft or JD Edwards and give to proactive support activities according to product support strategy and model like an upgrade, one off/CPU patching etc.

Owning and resolving problems and handling customer expectations throughout the Service Request/ITIL (IM, CM, PM) lifecycle by global standards

Working towards, accepting and giving to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

Build a RCA document after analyzing/fixing the issues

Giving to Knowledge Management content creation and maintenance

Operating within Oracle business processes and procedures

Respond and resolve customer issues within Key Performance Indicator targets

Maintaining product expertise within the team

Designing and maintaining expertise around Middleware products like WebLogic, SOA and general applications support issues

Maintain an up-to-date and in-depth knowledge of new Oracle Middleware products released in the market for supported product

As a member of the Support organization, your goal is to deliver post-sales support and technical solutions to the Oracle customer base while advocating for customer needs. This involves resolving technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and seek for our Electronic Support Services. As a main point of contact for customers, you are authorized to facilitate customer relationships with Support and provide technical advice and assistance to internal Oracle employees on diverse customer situations and called-out issues.

As a Senior Support Engineer, you will offer strategic technical support to ensure customer happiness. The main focus is to build/apply automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are encouraged to be a guide member - SME of the technical problem-solving/problem avoidance team, routinely sought after to address very sophisticated, critical customer issues. 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 sophisticated technical/business skills in an area of specialization.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer