Brief Posting Description
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.
Detailed Description
As a 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 have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.
Job Requirements:
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.
RESPONSIBILITIES:
Preparing the Exadata ACS Configuration Services by following the deployment process working with the Install Coordinator:
• Compiling documentation needed from customer and preparing installation toolkit material in time Cover Exadata Services mainly in the designated region, but also in countries out of the region all across EMEA, which will require traveling and onsite presence.
• Show flexibility to accommodate the scheduling to last minute changes, working in coordination with other teams (Install Coordinators, Hardware Engineers, …)
• Managing with GCS any SW or HW issue which can arise during the duration of the service.
• 100% adherence to internal processes defined globally and at EMEA level and attending the periodic call to receive the updates about these processes.
• Internally share with the rest of the team experiences which could impact positively the overall results of the team and the quality of the services this team is delivering.
• 24x7 Availability to cover 24x7 assistance in case it is requested by a customer Deliver Start-UP pack service for new Exadata customer, covering all the components on top of the basic configuration service: PSR(Production Support Readiness) and Quarterly Patch: Design & Config Review Migration Review Backup and Restore Review Test Plan Review Operational Readiness Review Production Deployment Review Go-Live support Support & Maint Best Practices Quarterly Patch Deployment In addition, delivering any solution during the deployment/implementation phase: Advanced Configuration Services - Customizations High Availability solutions implementation Data Migrations Go-Live assistance
Job Details
| Date Posted: | 2013-03-20 |
| Job Location: | Cairo, Egypt |
| Job Role: | Technology/IT |
| Company Industry: | Information Technology |
Preferred Candidate
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