Job Description

As a member of the Customer Success Services organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. 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.

The CSS organization consists of a diverse, highly skilled, and specialized team of engineers. These Our Engineers/SME's bring deep technical expertise in the entire Oracle Product and technology set. They work with thousands of Oracle customers and this wealth of experience across all aspects of building, deploying and maintaining a customer's technical landscape is the most valuable set of commodities to our customers.

Career Level - IC4

Responsibilities

As an EBS Applications DBA you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Main duties and responsibilities include:

• Client-specific and proactive support of dedicated CSS customers to ensure operational excellence of Oracle EBS deployments on premise, in the Cloud or both

• Act as a trusted technology advisor for our ACS customers with a deep knowledge of the customer's requirements and environments

• Maintain effective professional relationships within the global CSS practice, with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff at various levels

• In close cooperation with the Technical Account Manager, act as a customer advocate within the Oracle eco system

• Customer solution architecture advice and reviews, conceptual support (e.g. Security, High Availability, Performance, maintainability)

• Technical assistance with SW installation & Configuration, health checks, applying best practices for modern IT environments

• Performance assessments and tuning assistance

• Proactive Upgrade and Patch Management advice Implementation planning,

• Advise customers on product evolutions and features, avoidance of predictable issues

• Lead to innovation by Knowledge Transfer, prepare and deliver technical workshops or training, designed to educate customers or peers on technology related updates

• In close collaboration with Oracle Global Customer Support, deliver critical technical support tasks, connected or onsite, e.g. issue reproduction and resolution, testing and validation of fixes, …

• Facilitate root cause analysis for product problems and identify method of resolution

• Provide and verify workarounds or patches

• Resolve complex or previously unknown issues, requiring deep technical expertise and strong interdisciplinary teamwork

• Interact with key customer personnel to enhance collaborative problem solving

• Follow through escalation management as required

• Research and respond to technical enquiries

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About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.