Platinum Implementation Senior Support Engineer Bucharest

Platinum Implementation Senior Support Engineer
Bucureşti
Bucharest, Bucharest, Romania

As a member of the Support organization, your focus is to deliver
- sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving
- sales
- 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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and
- depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.  Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree. , BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a GPA OR (for Applications) proven professional/ technical experience, . , demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Career Level -

As a member of the Platinum SW Support Delivery team, your focus is to deliver specific
- sales services to the Oracle customer base while serving as an advocate for customer needs. This involves installation, configuration and maintenance of the Monitoring Solution centered on Oracle Advanced Support Gateway, which represents the foundation for delivering the Oracle Platinum Services provided to Oracle Premium Customers.  

As primary point of contact for customers during the monitoring solution implementation or
- implementation stage, you will be responsible for solving and answering technical or
- technical customer enquiries related to the Platinum Services and solutions provided, facilitating resolution by engaging engineering and development teams, provide advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Platinum Implementation Team scope:

Implement Platinum Services technical infrastructure. This includes Oracle Advanced Support Gateway installation and configuration for different Platinum eligible Engineered Systems (Exadata, Super
Cluster, Private Cloud Appliance, ZFS, ZDLRA, etc), as well as installation and configuration of Oracle Enterprise Manager, Auto Service Request Manager and other related tools.

QUALIFICATIONS:

 TECHNICAL SKILLS / CERTIFICATIONS DESIRED:

PERSONAL STRENGHTS:

RESPONSIBILITIES:

Implement / Re-implement a Platinum Monitoring Solution for Oracle customers

As a Platinum Implementation Support Engineer you will be involved in the technical activity for setting up the monitoring solution that stays at base of Platinum Services. That includes working remotely with the customer and Oracle internal teams to:

Take part to the specific projects  

As a Platinum Implementation Support Engineer, you will take part to the projects specific to the implementation area. Some project examples below:

Subject Matter Expert

As a Platinum Support Engineer you will act as a Subject Mater Expert in the Platinum area, providing valuable technical advisory and recommendations for both customers and internal Oracle teams on the specifics of the services in our scope.  

You will need to master the Oracle Products, applications, tools and processes in our scope, have
- depth knowledge of several products and/or platforms. You should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will act independently while researching and developing solutions to customer issues.

As Subject Matter Expert, you will attend specific meetings with Oracle Engineering, Development and Project teams around the world, having as scope improving the products and services we deliver to our customers.  

 

Service Request queue management

Track all the activity through the Service Requests opened in My Oracle Support, answer customer questions, provide updates on the progress, etc.

EXPERIENCE:

SHIFTS and OVERTIME:

The candidate should not expect to work overtime hours on a regular basis. Nevertheless, may be required on as needed basis, for critical projects, escalated tickets and tight deadlines. Overtime hours are considered outside of the normal business hours and are remunerated separately, according to the Oracle internal policies.