RESPONSIBILITIES: 

To manage and resolve Service Requests logged by customers (internal and external) on Oracle SOA suite software and systems and contribute to proactive support activities according to product support strategy and model. Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards. Maintaining product expertise within the team. Reducing escalations. Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).  Contributing to Knowledge Management content creation and maintenance.  Working with development on product improvement programs (testing, BETA programs, etc) as required.  Operating within Oracle business processes and procedures.  Respond and resolve customer issues within Key Performance Indicator targets. Maintain an up-to-date and in-depth knowledge of new products released in the market for the supported area.

EXPERIENCE: 

The ideal candidates should have a degree in Computer science, 2+ years’ software support/ customer service experience with products on Unix (Solaris, AIX, Linux, or HP/UX) and Windows platforms. Proven working experience in the following areas is a plus :  Web servers and application servers (Oracle Weblogic, IBM Websphere, IIS, Apache, Jboss, Tomcat). Java coding / J2EE/ Web services. Knowledge of administration and troubleshooting of databases (Oracle Database (preferred), SQL Server, etc.). Working knowledge of Oracle SOA on-prem/cloud products (BPEL, BPM, OSB, SOA Marketplace) or Oracle Cloud Infrastructure is considered a major plus.

SKILLS:

Able to identify, clarify, replicate and resolve technical problems of clients. Demonstrate strong troubleshooting and analytical problem solving skills. Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events. Excellent verbal and written communication skills in English. Customer support and communications skills. Ability to learn new technologies quickly. Able to multi-task and manage multiple technical issues reported by customers.

Career Level - IC3