SSC Network Grade Support Engineer (ACME) - Systems Analyst 4-Support
Oracle
Guadalajara\ Zapopan, MX,Mexico, MX
hace 4 días

Preferred Qualifications

Department Description

Oracle Advanced Customer Services (ACS),a global business unit within Oracle Support, focuses exclusively onfacilitating the continual operational improvement of customers’ Oracleenvironment - throughout the lifecycle of their Oracle solution.

SSC Network Grade Services is a globaldelivery center within ACS organization and operates with a goal to providecustomer centric and mission critical services to telecommunication customersto help them streamline business operations, ensure high service andinfrastructure availability and maximum return on investment on nextgeneration, state-of-the-art Oracle product and solution. SSC Network GradeServices organization is made up of high skilled, energetic and dedicatedengineers that are willing to go an extra mile to delight our customers.

Job Description

The Service Delivery Engineer (SDE) isan expert member of the engineering team and is highly skilled in the domaintechnology, product and underlying stack. SDE is responsible for solvingextremely complex, critical customer issues. The SDE acts in the role of aSubject Matter Expert and is sought by customers and Oracle employees toprovide expert technical advice. The SDE is highly customer centric,demonstrates proactive approach and drives initiatives to delight customer andcontribute to organization’s growth. The SDE is result-oriented and performsthe assigned duties with a high level of autonomy and commitment and providesperiod updates to management.

Job Responsibilities

·Investigateand resolve highly complex and critical issues requiring expert technicalknowledge

·Act asa consultant for customers to provide technical and functional expertise,know-how and guidance throughout various life cycle stages (design, deployment,migration, implementation, upgrade, patching, go-live, etc)

·Leadtriage activities along with customer and internal stakeholders (engineering,product support, product management)

·Root CauseAnalysis and presentation

·Establishresolution action plan (patch application, configuration changes, work-around)and assist customer in test and implementation

·Workwith the customer and internal stakeholders to establish, track and executeservice delivery plans

·EscalationManagement – Interface with customer and internal stakeholder to manageescalations and lead resolution

·Researchproduct technical, functional and domain technology related areas and conductknowledge transfer sessions for internal stakeholders and customers

·ManageSR queues and work with team members to jointly resolve issues

·Performassessments (functional, business process, technical, configuration,performance)

·Contributeto after-hours support in a combination of shifts, on-call. (There are noregular night shifts)

·Executeor provide stand-by assistance for maintenance window interventions

Qualification

·5+ Years of Experience in the telecom domain,preferably in the VoIP/IMS domain.

·BS Computer Science/Management Information Systems/Telecom/Engineeringwith a 3.0 GPA OR (for Applications) proven professional/ technical experience,i.e., demonstrating an understanding of Applications at a functional andtechnical level (preferably Oracle)

·Candidateshould have hands-on experience on configuring and troubleshooting Oracle CommunicationsSession Border Controller (SBC), Oracle Communications Session Delivery Manager(SDM), and Oracle Communication Operations Monitor (OM)

Skills Requirement

·Must be familiar with LAN/WAN data networkingarchitectures and routing protocols

·Must be familiar with VOIP and IMS networks.

·Demonstrated experience in SIP, TCP, UDP protocolis a must.

·Exposure to one or more of these protocols(H.323, MGCP, RTP/RTCP, Radius, Diameter) would be an added advantage.

·Must understand concepts ofSecurity protocols including TLS, SRTP or IPSEC.

·Proven track record in troubleshooting customerissues.

·Handson experience in Unix based Operating Systems (Solaris, Linux, etc.).

·Excellentcommunication skills along with customer management experience.

·Flexibilityand ability to learn new tools and technology rapidly.

Generic Requirement

·Candidateshould be self-motivated, flexible and energetic and willing to work in adynamic environment.

·Candidateshould be willing to work in a support/consultant role.

·Candidateshould be willing to work after-hours through combination of shifts, on-call.

·Candidateshould be willing to travel for short-term projects, meetings, workshops (25%maximum).

·Candidateshould have strong communication and inter-personal skills and should be a teamplayer.

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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.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other
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