Key Objective

Contribute to the profitability of Oracle Customer Services by providing technical support, business solution implementation and risk management, either on-site or through remote access, to assure the highest level of customer satisfaction

Responsibilities:

1.     Develop and deliver proactive support services for customers including design reviews, defining architectural alternatives, operational audits, availability studies, risk assessment and product release planning

2.     Provide support, when required, to customer situations where complex problem diagnoses, analysis and resolution require special situation management

3.     Ensure readiness for new product/feature introduction

4.     Deliver solutions to customers, debug for customers, and ensure product quality

5.     Depending on experience level, may address complex and critical customer issues requiring high level of technical expertise and business acumen

6.     Provide pager/dial-in/on-site emergency support to customer mission critical systems, to ensure customer systems/business stability and availability

7.     Forming effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customer, at all levels, to ensure customer satisfaction with Oracle's products and support organization

Qualifications

1.     Technical degree with 2+ years of relevant experience or equivalent combination of education. Candidate with less experience will be considered as Senior ASE

2.     Strong Production System Support, Database Administration, Performance Tuning and Trouble-shooting experience

3.     RAC, Data Guard and RMAN knowledge and experience is essential

4.     Hands-on experience of any of the followings is a plus:

•          Oracle Exadata and GoldenGate
•          MySQL and other non-Oracle databases experience
•          Sound knowledge of Unix/Linux platform, storage/ASM and OS networking

5.     Self-motivated and work independently

6.     Able to work overtime (i.e. non-office work) and under pressure