Service Delivery Engineer

Service Delivery Engineer - Communications & Signaling- NW**Applicants are required to read, write, and speak the following languages**: English, Spanish**Preferred Qualifications****Job Description**:The Service Delivery Engineer (SDE) is an expert member of e engineering team and is highly skilled in the domain technology, product and underlying stack. SDE is responsible for solving extremely complex, critical customer issues. The SDE acts in the role of a Subject Matter Expert and is sought by customers and Oracle employees to provide expert technical advice. The SDE is highly customer centric, demonstrates proactive approach and drives initiatives to delight customer and contribute to organization’s growth. The SDE is result-oriented and performs the assigned duties with a high level of autonomy and commitment and provides period updates to management.Job Responsibilities- Investigate and resolve highly complex and critical issues requiring expert technical knowledge- Act as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages (design, deployment, migration, implementation, upgrade, patching, go-live, etc)- Lead triage activities along with customer and internal stakeholders (engineering, product support, product management)- Root Cause Analysis and presentation- Work with the customer and internal stakeholders to establish, track and execute service delivery plansSkills Requirement- Strong Knowledge on Oracle SBC platform: SBC, SLB, SR, SDM, OCOM- Strong Knowledge about Telco Signaling Protocols (SIP, Diameter)- Demonstrated experience in in one or more of these protocols (SIP, H323, MGCP, RTP/RTCP, TCP, UPD and Diameter)- Security (TLS, SRTP or IPEC)- Experienced on Analyzing TCP IP and VoIP issues using different tools like Wireshark and protocol analyzers.- Experienced on VoIP networks- Knowledge of IP networking (LAN/WAN, routing)- Knowledge about Linux/Unix operating systems and bash scripting.- Knowledge in Oracle DSR (Diameter Signaling Router) (Level 1 Support, O&M)- Knowledge in Oracle´s PIC (level 1 support and O&M)**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 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.**Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.****Job**: Support**Location**: MX-MX,Mexico-Guadalajara/Zapopan**Other Locations**: Mexico**Job Type**: Regular Employee Hire**Organization**: Oracle