Middleware Administrator 4

1 week ago

noida, India Oracle Full time

In-depth Knowledge of Oracle WebLogic administration and maintenanceUnderstanding of Oracle OEMFMW Middleware administrationDeep understanding of shell scriptingKnowledge in the OIAM suite (OAM, OID, OVD, OIM) is an added advantageKnowledge in OEM, EBS. EPM Systems (Hyperion), Siebel would be an advantageSolid grasp in OHS, Tomcat, and grasp in OCI/IAAS.

Career Level - IC4

To handle and resolve Service Requests/Incidents logged by customers (internal and external) on Oracle WebLogic/Middleware products and either in EBS, PeopleSoft or JD Edwards and give to proactive support activities according to product support strategy and model like an upgrade, one off/CPU patching etc. 
Owning and resolving problems and handling customer expectations throughout the Service Request/ITIL (IM, CM, PM) lifecycle by global standards
Working towards, accepting and giving to new processes and tools (diagnostic methodology, health checks, scripting tools,
Build a RCA document after analyzing/fixing the issues
Giving to Knowledge Management content creation and maintenance
Operating within Oracle business processes and procedures
Respond and resolve customer issues within Key Performance Indicator targets
Maintaining product expertise within the team
Designing and maintaining expertise around Middleware products like WebLogic, SOA and general applications support issues
Maintain an up-to-date and in-depth knowledge of new Oracle Middleware products released in the market for supported product

As a member of the Support organization, your goal is to deliver post-sales support and technical solutions to the Oracle customer base while advocating for customer needs. This involves resolving technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and seek for our Electronic Support Services. As a main point of contact for customers, you are authorized to facilitate customer relationships with Support and provide technical advice and assistance to internal Oracle employees on diverse customer situations and called-out issues.

As a Senior Support Engineer, you will offer strategic technical support to ensure customer happiness. The main focus is to build/apply automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are encouraged to be a guide member - SME of the technical problem-solving/problem avoidance team, routinely sought after to address very sophisticated, critical customer issues. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of sophisticated technical/business skills in an area of specialization.

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