Customer Installation Engineer - Software Installation and Configuration

Customer Installation Engineer - Software Installation and Configuration - Oracle DBA

Position Overview: 
Position is for a Technical Support Professional with a functional background in distributed systems. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. 
Remotely install multiple OCCs simultaneously
Investigate and resolve highly complex and critical issues requiring expert technical knowledge
Act as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages (design, deployment, migration, implementation, upgrade, patching, go-live, etc)
Lead triage activities along with customer and internal stakeholders (engineering, product support, product management)
Root Cause Analysis and presentation
Establish resolution action plan (patch application, configuration changes, work-around) and assist customer in test and implementation
Work with the customer and internal stakeholders to establish, track and execute service delivery plans
Escalation Management – Interface with customer and internal stakeholder to manage escalations and lead resolution
Research product technical, functional and domain technology related areas and conduct knowledge transfer sessions for internal stakeholders and customers
Manage service request queues and work with team members to jointly resolve issues
Perform assessments (functional, business process, technical, configuration, performance)
Contribute to after-hours support in a combination of shifts, on-call.
Execute or provide stand-by assistance for maintenance window interventions

Education & Experience: 
B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.
Engineering or Science graduate (B.E., M.E., MCA) or equivalent with strong academic credentials
Candidate should have minimum 4-8 years of experience
Preferred Qualifications
Available to work in 24X7 capability for critical support
Expert knowledge of Oracle Database, Oracle RAC, Oracle ASM.
Strong DBA skills and relevant working experience with Oracle Database 11g, and 12c 
Oracle GoldenGate Skills are highly desired 
Experience implementing high availability features of Oracle Database 
Experience with Exadata and Enterprise Manager12c & 13 is a plus 
Sharp technical troubleshooting skills
A 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 
Please send me your confirmation that no one else has contacted you for this position apart from APN Team. 
Many Thanks 
Ali Khan 
APN Software Services, Inc. 
39899 Balentine Drive, Suite 385, Newark, CA 94560 
Direct: 510.870.8798 | Fax: 510.623.5055 |

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