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Oracle Technical Analyst 4-Support - Proactive Support Automation in Lehi, Utah

Technical Analyst 4-Support - Proactive Support Automation

Preferred Qualifications

Job Title

Principal Technical Support Engineer, Proactive Support

Organization Name


Proactive Support Delivery (PSD)

Department Description

Globally organized, the Proactive Support Delivery team in GCS is

responsible for designing and executing proactive offerings that lead to

reduced incoming SR volume and improve efficiency of the resolution process.

The mission is to drive customer experience and value from a proactive

perspective through innovation, design, build and execution of new and improved


The Principal Technical Support Engineer, Proactive Support reports

directly into the delivery organization.



opening is for a Proactive Engineer in the DB-EM-ES organization.



position is open for Proactive Support.



role requires a minimum of 5 years Oracle Support or proactive support, ideally

in the Database, EM or ES product lines (or equivalent experience).

A Principal Technical Proactive Support Engineer will contribute

significantly to the SR automation and diagnostic improvement effort for the

Database, Enterprise Manager and Engineered Systems products. This includes

working with the support delivery teams in the following areas:



and implement SR automation and diagnostic improvement ideas into the SR

Automation framework, Database product and support tools



in Support readiness for SR automation and diagnostic improvements and other




support engineers are aware of and adoption of new SR automation, diagnostics

and tools



new diagnostics improvements are integrated into Diagnostic Collections tools

and SRDC documents



proper integration between new diagnostics and SR automated troubleshooting



Improvement (ITIL Problem Management). Management of global projects and initiatives

to achieve strategic support objectives on service request volume reduction,

time to resolution improvement, customer satisfaction improvement and delivery

efficiency improvement.

Additional Details:

A PrincipalTechnical Proactive Support Engineer may also contribute in the followingareas:



Management, -processing, -consumption and -reporting related to diagnostics



and communicate the proactive offerings to customers and engineers (via

Business social media, webinars, conferences, communities, newsletters, etc.)



reporting and regular operations reviews on strategic KPIs, ensuring results

are in line with the business strategy



management: ensuring all projects are planned and set up correctly, adequate

tools are used, projects are managed well, and controlling, and monitoring and

reporting are set up.



cause analyses: contribute to targeted investigations of improvement potentials

in strategic focus areas.



and regular collaboration with the respective representatives of development,

internal tools, operations, and support delivery.

The ideal candidate will have thefollowing characteristics:

  1. Ability to work in a new environment. While the goal of SR

reduction and optimization of the resolution process are clear, the path to get

there is not. This is a new area, and we are discovering and learning every

day. The engineer must be able to work in this type of environment. (If you

like an established structured environment - this is NOT the role for you).

  1. Must have a positive, can-do attitude. You will need to be

self-motivated and have the ability to motivate engineers to maximize their

success and impact for the delivery organization.

  1. Ability to identify opportunities for proactive offerings and then

DRIVE results via the engineering team as well as partnering with the delivery

and DEV organizations. You should have a passion for continuous improvement.

  1. Solid understanding of the Database, EM and ES products is strongly

desired - but may not be a requirement if you have solid support experiencing

in a similar product line.

  1. Ability to design, develop and

implement logic and rules using programming and scripting tools (Python, Perl,

Java, HTML, PL/SQL, Javascript, PHP).

Ability to design and create reports requiring familiarity with

analytics reporting tools eg Oracle Business Enterprise Edition

  1. Ability to effectively work with your teammates within and outside

of the proactive organization. This team will be Global.

  1. Very strong communicator (verbally and written) with excellent

presentation skills. With solid working

knowledge of MS Office: Excel, PowerPoint and Word

  1. Very good organizer, maintaining and developing the internal

repositories, documentations, wikis and archives

  1. Must be a strong global team worker considering carefully the

strengths and needs of all contributors and stakeholders

  1. Must be willing to bring your best every day! This is a demanding

role that will stretch your skills as an engineer, visionary, and project leader.

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 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. Services may be frequently provided by on-site customer visits.

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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

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 characteristic protected by law.

Job: Support

Location: US-CO,Colorado-Broomfield

Other Locations: US-FL,Florida-Orlando, US-CO,Colorado-Colorado Springs, US-UT,Utah-Lehi

Job Type: Regular Employee Hire

Organization: Oracle