Middleware Administrator
3 weeks ago
In-depth Knowledge of Oracle WebLogic administration and maintenance
Understanding of Oracle OEM
FMW Middleware administration
Deep understanding of shell scripting
Knowledge in the OIAM suite (OAM, OID, OVD, OIM) is an added advantage
Knowledge in OEM, EBS. EPM Systems (Hyperion), Siebel would be an advantage
Solid grasp in OHS, Tomcat, and Apache.
Solid 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, etc.)
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
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.
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