Oracle Core DBA

Job Description

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create / utilize automated technology and instrumentation to diagnose, document, and resolve / avoid customer issues. You are expected to be an expert member of the technical problem solving / problem avoidance team, routinely sought after to address extremely complex, critical customer issues.

Responsibilities

RESPONSIBILITIES :

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and mode.
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Working towards, adopting, and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
• Contributing to Knowledge Management content creation and maintenance
• Working with development on product improvement programs as required
• Operating within Oracle business processes and procedures.
• Respond and resolve customer issues within Key Performance Indicator targets.
• Maintaining product expertise within the team.
• Developing and maintaining expertise around Database Security and general IT Security issues.
• Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.

QUALIFICATIONS :

Bachelor’s degree in Computer Science, Engineering or related technical field

10+ years of proven professional and technical experience in database, network or system administrator role.

Excellent verbal and written skills in English.

SKILLS & COMPETENCIES :

Minimum technical skills :

Desirable technical skills :

Personal competencies :

Desire to learn, or expand knowledge, about Database Security and associated products

Customer focus

Structured Problem Recognition and Resolution

Experience of contributing to a shared knowledge base

Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.

Communication

Planning and organizing

Working globally

Quality

Team Working

Results oriented