|Jun 02, 2015|
|Systems Analyst 3-Support At Oracle Nigeria|
Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers including 100 of the Fortune 100 representing a variety of sizes and industries in more than 145 countries around the globe. Oracle's product strategy provides flexibility and choice to our customers across their IT infrastructure. Now, with Sun server, storage, operating-system, and virtualization technology, Oracle is the only vendor able to offer a complete technology stack in which every layer is integrated to work together as a single system. In addition, Oracle's open architecture and multiple operating-system options gives our customers unmatched benefits from industry-leading products, including excellent system availability, scalability, energy efficiency, powerful performance, and low total cost of ownership.
Systems Analyst 3-Support-140007II
Oracle Advanced Customer Support Services is a global organization within Customer Support Services, providing tailored mission-critical support services to customers with complex IT requirements. We provide customized, proactive solutions for all Oracle applications and technologies: Sun Servers and Storage, Database, Middleware and Applications.
Reports to Advanced Customer Services (ACS) Delivery management
Works as part of the Oracle ACS Delivery team
May be asked to work during nights or weekends on the shift basis to cover 24x7 service coverage
Provide technical guidance and assistance either as required or as part of longer term engagements with key customers
Monitoring customer's critical systems for incidents, identify operations issues and problems, supporting in problem resolution
Provide reactive onsite and/or remote technical assistance in close cooperation with Oracle Global Support and Product Development for problem analysis and investigation.
Provide alternative temporary workarounds to technical problems in customers Oracle systems
Provide proactive technical advices to avoid possible future issues. Work with customers and other Oracle professionals to ensure proper design and implementation of relevant solutions.
Document work delivered to customers
Plan and document Oracle service activities in the assigned accounts, drive their execution and communicate their status to senior customer and Oracle management
Technical knowledge: Oracle Weblogic Administration, Oracle FMW Platform, BPEL, J2EE, Advanced performance tuning and optimization techniques, Strong UNIX skills.
Minimum of 8 years in Application Servers (J2EE) with supporting/managing production and non-production environments
Advising on design of high availability solutions
Optimizing Oracle software environment for optimum configuration, its performance and availability, achieving cost efficiency
Experience with complex incident diagnostics and resolutions in multivendor and multi-technology environments
Leading one or more IT change management project(s) where Oracle technology was involved
Communicating with and presenting to senior IT management on various aspects of running IT systems/projects
Adapting to change
Planning & Organizing
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.
Year of Experience
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