The Customer Success Services (CSS) is a unit within the Oracle's Customer Service Organization that establishes long-term relationships with many of Oracle's customers through annuity-based service contracts and project based one-time services. CSS services team sells from a broad IT-services portfolio both in fixed price and T&M basis. CSS services are typically requested by large Oracle customers that require the utmost attention to real mission critical applications and processes. CSS covers the majority of large-scale Oracle customers.
Oracle Customer Success Services provides unmatched, tailored support that ensures organization's Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete, all while coexisting within your IT environment.
CSS is industry-leading expertise with the highest customer satisfaction to support organization's business every step of the way.
- At least 7 plus years of experience with Oracle Database Administrator/Consultant/Support Engineer
- Available to work in 24X7 capability.
- Install, configure, and Administer Oracle Database/RAC 11g,12c,19c.
- Expert knowledge of Oracle Database Architecture, RAC, and Performance Tuning.
- Good Database troubleshooting & performance tuning skills.
- Worked on Database upgrades and patching.
- Knowledge on Performance Tuning of Oracle Instance and SQL Tuning.
- Good communication and customer management skills.
- BE/BTech and/or MS in Computer Science or equivalent preferred
- Oracle Database / Exadata / OCI Certification - Preferred
- Candidates having optional skills of PL SQL and SQL, Exadata, Goldengate is a Plus!
- Experience in Oracle Enterprise Manager (OEM) 11g/12c/13c is a plus.
- Sharp technical troubleshooting skills.
- Good understanding of support processes.
- Ability to manage escalated technical situations & develop action plans.
- Ability to spot proactive services that benefit of customer.
- Ability to facilitate issues with Development and Support.
- Strong analytical skills.
- Some travel may be required.
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 Advanced Support Engineer, you will interface with the customer's IT staff on a regular basis. Either at the client's site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance, and use and repair/workarounds for Oracle products.
- You should be highly experienced in some Oracle products and several platforms that are being supported.
- You will be expected to work with only general guidance from management while advising management on progress/status.
- 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.
Career Level - IC3
