Systems Analyst 4-Support - Ontario, Canada - Oracle
Description
The candidate is expected to provide assistance with both Technical Support issues and product-usage best practices. He should demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs. Builds significant long-term relationships with key customer contacts. Significant background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and substantial Business Acumen is desirable. Strong interpersonal skills, Extensive customer "face-to-face" experience at middle or executive levels, Strong relationship building skills, Solid industry experience/knowledge Conflict management skills, time management and self management ability, Strong management skills, Expertise in large (multi-site or international project management, Business acumen, Strong team orientation. Substantial experience in IT/Account Management.
The candidate provides advanced reactive support with SRs but more importantly assists customers proactively. At this level candidate manages all aspects of an escalation, including situation management and executive communication. The candidate coordinates deliverables that are somewhat less "standard" & "pre-defined "and works with a list of services & deliverables to organize into a customized & tailored Service Delivery Plan. Candidates typically have a Bachelor's degree or equivalent in IT or related major. 9 plus years relevant experience is desirable.
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. 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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor's and Master's degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle's core products, applications, and tools.
Career Level - IC4
The individual should have hands-on experience in the following areas:
Experience implementing Oracle Exadata, RAC and Grid . Including:
- An understanding of Best Practices based upon previous experience
- Planning the infrastructure (sizing, performance considerations, interconnects, SCAN addresses, etc)
- ASM
- Oracle Clusterware
- Technical knowledge transfer
- Networking concepts
- Grid Infrastructure
Excellent verbal and written communication skills - with the ability to explain and document information in clear and concise manner that is understandable to all members of the team.
Experience implementing Exadata, Oracle Data Guard.
Experience implementing Flash Copy, preferably in an Oracle RAC environment.
Experience installing, configuring, and upgrading/patching.
Experience implementing and monitoring Oracle RAC using Oracle OEM.
Quick Study – the ability to become familiar with the current environment in a relatively short period of time.
Canada: Hiring Range from $66,700 to $145,000 CAD per annum
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.