• Job Description

  Req#: 653173
  !*!
  Responsible for bringing technical issues to resolution as quickly as possible in a structured way, and increasing effectiveness of root cause analysis and action plans for assigned engage­ments by working together with Field, Remote Phone Support and Engineering teams The role involves significant communication at all levels internally and with customers when managing resolution of crisis and requires customer facing and management skills Be the subject matter expert for a specific product range and understand service processes and systems tools in order to be able to identify and solve a wide range of problems. Ensure a high level of customer satisfaction and achievement of service level agreements through the effective delivery of technical support and providing assistance and guidance to customers and Oracle engineers during the incident management process. Work in a preventive way to avoid re-occurrence of technical issues through the development of technical recommendations for the field team and ensuring an early notification mechanism is in place for issues on the assigned products and technologies. Expected to travel to customer sites (fly and fix, customer follow up on issues like RCA and action plans, technical recommendations, etc) and perform 7x24 duty shift when required.
  ROLES AND RESPONSIBILITIES

  1. Assists in developing, reviewing, and implementing systems support action plans for customers under the assigned engagement and product/technologies. 2. Acts as a technical expert during the incident management process. Actively contri­butes in the diagnosis and problem resolution by working together with the Technical Support Centre (Domains) and sustaining engineers to ensure continuity and a consis­tent service delivery during escalations. 3. Be the technical representative of the Major Incident management group for resolution of problems related to the installation, recommended support and use of Oracle products for the assigned engagement. Have an understanding of all systems products and in-depth knowledge of specific products and/or platforms. 4. May provide remote support, assistance and guidance to systems support engineers during problem investigation and resolution if requested. 5. Acquire new skills and product/features knowledge to stay abreast with latest Oracle technologies via training and/or rotations.
  ROLES AND RESPONSIBILITIES

  6. Drive and actively participate in new product introduction (NPI) as expert matter. 7. Develop best practices that allow product problem avoidance and/or mitigation and pro­actively help to define mechanisms for early detection of common or well known issues to better manage and prevent escalations. Actively pursue ways of reducing escalation's by understanding why they occurred and what can be done to prevent them from happening again. 8. Process root cause analysis and produce customer facing report for complex and/or multiple service request and critical situations assigned to them. 9. Post-sales on-site/remote Oracle Product support. Performs installation of products (NPI and complex), patches, firmware per Enterprise Installation Standards (EIS) and provide Hardware Field support as set out in on-site 'Action Plan' or carrying out activities required in long/short term assignments. 10. Demonstrate good communications, interpersonal and technical skills to meet customer Service Level Agreement (SLA) requirements. 11. Contribute to create knowledge content in key areas where possible and continuous improvement of systems support delivery processes and tools. 12. Comfortable with ITIL standards and processes and able to present the outcome of escalation findings directly to customers in a professional manner. 13. Provide (rota) coverage for 24x7 support as part of the Major Incident team at EMEA and/or JAPAC level when required.
  Description/Level Requirements

  Education and Experience

  1. Industry recognized certification/technical qualification (Institute of Engineering) or have a degree in Computer Science or equivalent work experience plus an Industry standard certi­fication in IT Service Management. 2. 8+ years working knowledge in customer service environment of hardware product range, product installation and Break/Fix maintenance support and resolving technical problems on customer HW or SW infrastructure. 3. Proven customer facing and management support skills. 4. Experienced on analytical & problem solving techniques. 5. Requires specialized skills and knowledge to diagnose and resolve a wide variety of problems within area of expertise. 6. Acknowledged as an experienced expert in escalation procedures & disciplines of systems support services. 7. Fluent in English, both oral and written. 8. Experienced on customer services activities on IT environment
  	Description/Level Requirements
  Professional Skills	1. Being the subject matter expert for a special product range (e.g. Engineered Systems, Sparc/OS technology, ACME etc). 2. Ability to remain focused under pressure as well as to plan and organize it’s efficiently to deliver results expected. 3. Customer Facing and Management skills are required 4. Strong verbal and written communication skills to provide clear and accurate technical recommendations, root causes and reports for out-of-line situations. 4. Proactive approach to solve things in an innovative way. 5. Work is non-routine and very complex requiring advanced product knowledge as well as technical and business skills. 6. Team player, able to develop networking with internal LOB’s and customers resulting in higher CSAT and effectiveness. 7. Self motivated, with enthusiasm and high energy level.
  Location	Any Direct Country within EMEA and JAPAC
  !*!Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.
  
  Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.
  
  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 advanced technical/business skills in area of specialization. 8 years relevant work experience. BS/BA preferred.
  
  As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

• About the company

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