Oracle Advanced Customer Support - SENIOR ENGINEER EXPERIENCED ON SOA / BPM / Governance / AIA in Giza, Egypt
Advanced Customer Support - SENIOR ENGINEER EXPERIENCED ON SOA / BPM / Governance / AIA
SENIOR ENGINEEREXPERIENCED ON SOA / BPM / Governance / AIA
ACS (Advanced Customer
Support Services) is looking for Engineers skilled and with real experience on
Fusion Middleware technology, mainly on SOA and related products and
architectures. These engineers will join the Fusion MiddlewareExpertise Center , a team which centrally delivers proactive and reactive
services for any country across the globe.
Support Services (ACS) is an organization providing tailored mission critical
support services for the full Oracle Product Stack. Advanced Customer Support
Services understands the customers’ needs and helps them to increase
availability, improve performance, mitigate risk and save cost.
ACS Engineers have the
develop and manage thetechnical relationship with a designated account(s) in order to maximizethe value of Advanced Customer Services to the customer,
to develop and maintain trustedrelationships with the other Oracle contacts within designated account(s)and relevant third parties,
to act as the technical primarypoint of contact for Oracle Support and
to safeguard customer satisfaction,and renewal, through quality delivery and value-add.
Delivering high quality technical results to ACSCustomers;
Ensuring adherence to internal methodology, tools andquality standards;
Identifying required/recommended actions on Customersystems as main output of service delivery, based on own knowledge andexperience;
Understanding customer requirements and based on ownskills and experience, being able to design the proper architecture usingthe most appropriate products and design a technical plan to integratethem and implement the technical solution.
Analyzing, troubleshooting and solving wheneverfeasible, the issues the customer may face using Oracle products.
Escalating at the right time customer issues toTechnical Account Manager where relevant;
Active participation on Services development;
Active collaboration with other engineers in the teamor in other teams, to share knowledge, experiences and others, which canbenefit ACS Business results.
We are looking for people
experienced in installation and configuration in highly available environments,
patching, administration and monitoring, troubleshooting, and also in the design
of SOA and BPM based solutions which cover requirements transmitted by a
customer. About products where candidates must demonstrate knowledge, below you
have the list
Oracle Service Bus (OSB)
BPEL; CEP; Web Services Manager
Business Process ManagementSuite (BPM Process Composer; Process Spaces; Workspace)
WebTier (Oracle HTTPServer, Oracle WebCache)
Fluent English (French; Spanishand German will be also valued)
Availability to travel and workonsite at customers
Availability to work 24x7
Communicating for Impact
Performance Drive & Execution
Technical Problem Recognition& Resolution
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 a Senior Systems Engineer, you will interface with the customer
s IT staff on a regular basis. Either at the client
s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor
s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle
s core products, applications, and tools is important.
Job Type: Regular Employee Hire