Technical Analyst 1-Support

3 weeks ago

bangalore, India Oracle Full time

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 inquiries regarding the use of and tackle for our Electronic Support Services. A main 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 sophisticated will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and beneficial Resellers (VARs) for resolution of problems related to the installation, recommended maintenance, and use of Oracle products. Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer happiness while meeting guidelines (mostly through electronic means).Work involves some problem solving with assistance and mentorship in understanding and applying company policies and procedures. A technical degree or equivalent experience is helpful .,BSc Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a GPA.

Career Level - IC1

The Immediate Response Center (IRC) provides outstanding incident management services based on ITIL standard methodologies. The IRC Event Management (EM) represents a subset of IRC operations, crafted to minimize potential client database, system, network, and application incidents through a combination of proactive monitoring techniques and brand new automated tools. As a Technical Support Engineer I, you will provide technical support for internal tools/applications and processes.
In this role, you will proactively supervise system/application alarms, investigate, analyze, resolve, or advance alarms and service requests. Your responsibility also includes, prioritizing and leading work queue in accordance with service level agreements, detailing investigation and issue resolution, prioritizing issues to appropriate second-level resources for resolution, investigating and diagnosing performance issues of tools/applications. Additionally, you will fix by capturing information, shadowing end users, testing workflows internally/externally, analyzing log files, querying tables, and updating database fields.
Basic Qualification
At least 4 years total combined completed higher education and/or related work experience including Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent meaningful work experience.
Preferred Qualifications
 

At least 1 year experience in Application Support and SQL Good knowledge and hands on Experience with Linux and SQL

Expectations
 

Must reside in or willing to relocate to Bengaluru, Karnataka Willing to work in shifts, additional or irregular hours (Night Shifts) as needed and allowed by local laws. Work in accordance with corporate and interpersonal security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position. Strict alignment to schedules. Perform other responsibilities as assigned. Ability to remain calm and think clearly under fast paced situations. Multitasks and comfortable with repetitive work. Proficient in English to get along with global associates.

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