Systems Analyst 3-Support
NetSuite Inc.
MX, Mexico, Guadalajara
hace 5 días

Responsibilities :

  • Delivering high quality technical services to ACS customers.
  • Ensuring adherence to internal methodology, tools and quality standards.
  • Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities
  • Work with other Oracle LOBs and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required
  • Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS
  • Manage and resolve Customer Requests according to product main strategy and model.
  • Respond and resolve customer issues within Key Performance Indicator targets.
  • Maintain an up-to-date and in-depth knowledge of new products.
  • Ensure the timely completion of planned proactive tasks and Customer Requests.
  • Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.
  • Working towards, adopting and contributing to new support / diagnostic processes and tools.
  • Be available to participate in 24x7 rotation
  • Current Work Experience :

  • Must-have : 3+ years of experience as Oracle Database Administrator / Support Engineer
  • Language proficiency :

  • Must-have : Excellent written and spoken English communication skills. Candidate will be working remotely with high-profile customers in the USA.
  • Formal Education or Equivalent :

  • Bachelor’s or Master’s in Computer Science.
  • Oracle Database Certified Professional (OCP) is a must.
  • Oracle Database Certified Master (OCM) is a plus.
  • Technical Skills / Actual Work Experience :

  • Must-have : Strong hands-on work experience in Oracle Database (versions 10g, 11g, 12c or higher), RAC, DB / SQL performance tuning, patching, installs / upgrades, high availability, and backup / recovery.
  • Experience in one or more of the following technical areas is a plus : Oracle Security products, Oracle Golden Gate and Exadata
  • Strong knowledge of UNIX, Linux and / or Windows.
  • Soft skills :

  • Support skills : Customer focus, ownership, leadership, advocacy
  • Relationship building skills : Initiative, creativity, commitment, follow-through, result oriented approach
  • Team player : Working globally, virtual team environment, and results orientation

    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 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.

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