Oracle Dba Support Engineer for Gec

hace 7 meses

Zapopan, México Oracle A tiempo completo

Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identify the root cause. Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options, etc.

**Responsibilities**:

- Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
- Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
- Educate and walk the customer through the problem-solving process.
- Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)
- Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.

**Requirements**:

- Degree in Computer Science, Engineering, related field or equivalent.
- Minimum 5 Years’ experience as an Oracle database engineer/DBA
- Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.
- Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery
- Experience in database upgrades, migrations, installations and patching
- Experience in one or more of the following technical areas is a plus: Oracle Security products, Oracle Golden Gate, Exadata, Super Cluster, ZFS, ZDLRA.
- Ability to quickly grasp complex technical issues
- Willingness to work in shifts and on weekends
- Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
- Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice
- A **ble to work with mínimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zones.**

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.

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