Principal Advanced Database Support Engineer

hace 3 días

Guadalajara, México Oracle A tiempo completo

Principal Advanced Database Support Engineer - Global Expertise Center LAD-22000BTX

**Applicants are required to read, write, and speak the following languages***: English, Spanish

**Preferred Qualifications**

**Job description**

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.
- Be available to work in 24x7 capabilities if an escalation requires flexibility in work schedule.

**Requirements**:

- Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.
- Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and RecoveryExperience in one or more of the following technical areas is a plus: Oracle Security products, Oracle Golden Gate, Exadata, Super Cluster, ZFS, ZDLRA.
- Good Experience in Oracle GoldenGate & troubleshooting skills.
- General Oracle Database Administration tasks.
- Experience in database upgrades, migrations, installations, and patching
- Good knowledge and experience on Oracle Database Backup and Recovery (RMAN).
- Experience on Oracle Database High Availability, Real Application Clusters (RAC).
- Implementation and Maintenance of Oracle Database Disaster Recovery, Data Guard.
- Expertise in Oracle Database Performance Tuning.
- Oracle Enterprise Manager - Cloud Control / Grid Control.
- The below skills and experience would be a plus:

- Oracle Exadata - Database Machine Administration (DMA).
- Oracle Exadata - implementation / configuration.
- Oracle Exadata - full stack patching.
- Experience on ZDLRA, ILOM, Hardware/DIMM replacement activities.
- Good understanding of Server, Storage, Networking infrastructure.
- Good understanding of Linux Server operating system, including scripting and troubleshooting.
- Strong Communication, presentation, facilitation and influencing skills.
- 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
- Able 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 zone.
- Degree in Computer Science, Engineering, related field or equivalent.
- Minimum 6 Years’ experience as an Oracle database engineer/DBA

**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 as

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