Technical Analyst 4-Support

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.

RESPONSIBILITIES:

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and mode.
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Working towards, adopting, and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
• Contributing to Knowledge Management content creation and maintenance
• Working with development on product improvement programs as required
  Operating within Oracle business processes and procedures.
• Respond and resolve customer issues within Key Performance Indicator targets.
• Maintaining product expertise within the team.
• Developing and maintaining expertise around Database Security and general IT Security issues.
Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.

QUALIFICATIONS:
Bachelor’s degree in Computer Science, Engineering or related technical field
10+ years of proven professional and technical experience in database, network or system administrator role.
Excellent verbal and written skills in English.

SKILLS & COMPETENCIES:

Minimum technical skills:

• Database Oracle architecture knowledge and administration
• Thorough Oracle understanding of the Oracle database features and SQL Knowledge
• Extensive hands on interaction with large Database management systems
• Extensive knowledge and hands on experience working on RAC, ASM, Grid Infrastructure , High Availability, Backup and Recovery, RMAN, Performance Tuning and Networking concepts.
• Operating system knowledge (Unix, Linux and/or Windows)
Understanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and Advanced Security Options)

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Desirable technical skills:

• Expertise in Database Security concept of Audit/VPD/Database Vault/TDE and User Management
• Experience with UTL_HTTP package along with SSL /TCPS and Network Encryption
• Experience in Strong Authentication (including Enterprise User Security / Kerberos and CMU)
• Understanding of Oracle Security Appliances AVDF (Audit Vault and Database Firewall) and OKV ( Oracle Key Vault)
• Experience working with Oracle Enterprise Manager(OEM)
• General UNIX/Linux concepts & Administration
OCI Foundation concepts

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Personal competencies:

Desire to learn, or expand knowledge, about Database Security and associated products
Customer focus
Structured Problem Recognition and Resolution
Experience of contributing to a shared knowledge base
Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.
Communication
Planning and organizing
Working globally
Quality
Team Working
Results oriented