Advanced Customer Support Services is a global organization within Customer
Support Services, providing tailored mission-critical support services to
customers with complex IT requirements. We provide customized, proactive
solutions for all Oracle applications and technologies: Sun Servers and
Storage, Database, Middleware and Applications.
Support Engineers (ASE) provides support in the continuous operational
improvement of Oracle environments. ASEs do this by leveraging Oracle’s
support-based intellectual property and customers’ experiences throughout their
involvement with Oracle’s technologies.
goal is for every customer to gain ever-more value from their Oracle Solutions
by helping them make well informed decisions regarding the implementation;
management and use of Oracle technologies.
COREACTIVITIES AND RESPONSIBILITIES:
ÿ Delivering high quality technical services to
ÿ Ensuring adherence to internal methodology,
tools and quality standards.
ÿ Proactively foresee existing customer needs
and activities to provide better support and remain engaged with customer
ÿ 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
ÿ Be focused on innovation and technology and
understand how these can be used to benefit both customers and ACS
ÿ Manage and resolve Customer Requests according
to product main strategy and model.
ÿ Respond and resolve customer issues within Key
Performance Indicator targets.
ÿ Maintain an up-to-date and in-depth knowledge
of new products.
ÿ Ensure the timely completion of planned
proactive tasks and Customer Requests.
ÿ Owning and resolving problems and managing
customer expectations throughout the life cycle in accordance with global
ÿ Working towards, adopting and contributing to
new processes and tools (ODC, diagnostic methodology, health checks, scripting
Responsibilities (direct and Indirect):
candidate should have 5-8 years experience in using and administrating Oracle
database server with strong knowledge of UNIX, Linux and/or Windows. Experience
in RAC, DB Performance, or Backup/Recovery is a Must.
FormalEducation or Equivalent:
candidates should have a degree in Computer science. Oracle Certified
Professional (OCP) is a must/ (OCM) is a plus.
knowledge of UNIX, Linux and/or Windows.
in RAC, DB Performance, DB patching/DB upgrades or Backup/Recovery is a must.
in one or more of the following technical areas is a plus:
Security Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning,
Corruption, Exadata , Super Cluster, ZFS, ZDLRA.
excellent written and spoken English is a must with strong Communication
should have Customer focus, working globally, team working and results orientation
(Out of hours and weekends)
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
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
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