SQL & Unix Systems Analyst - Delivery & Customer Support

7 days ago

Bengaluru Hyderabad, India Oracle Full time US$ 60,000 - US$ 1,20,000 per year

Mandatory Skills:

  • Bachelors degree in computer science (B.Tech or BE preferred) with two years of relevant experience
  • Proficient in English with excellent communication skills
  • Strong understanding of cloud computing principles and functionalities, including IaaS, PaaS, and SaaS
  • Willingness to work 24/7, including weekends and shifts as needed
  • Ability to coordinate, organize, and prioritize work activities for yourself and others
  • Proven customer service skills
  • Competence in documenting processes and activities clearly, as well as maintaining service desk records, including incident reports and knowledge base articles
  • Customer-oriented mindset
  • Ability to multitask and manage diverse responsibilities
  • Skilled in building relationships with key stakeholders and senior management
  • Familiarity with IT service desk metrics and processes
  • Proficiency in SQL and UNIX is mandatory, along with knowledge of Oracle Database and cloud concepts
  • Strong expertise in writing and understanding of Oracle SQL/PLSQL
  • Strong decision-making, convincing skills to bring down complex discussions to closure supported by right arguments and facts

Good to Have Skills:

  • Understanding of database initialization parameters, logs, and traces
  • Experience working on complex software development/integration projects
  • Experience in scripting tool like Unix shell, Python, Perl
  • Oracle cloud certification

Responsibilities

Responsibilities:

  • Deliver support and solutions to Oracle's customers
  • Guide and assist customers throughout the product lifecycle to ensure successful product use
  • Serve as the primary link between the company and customers, providing insights on processes, applications, and technology
  • Address both technical and non-technical inquiries via phone, email, or a ticketing system
  • Act as a key contact point for customer relationships and provide internal assistance as needed
  • Collaborate with customer IT staff to resolve technical issues (SQL/UNIX knowledge required), emphasizing clear communication, effective resource use, and timely progress
  • Work with general guidance from senior engineers, while also managing some tasks independently
  • Strive for the highest level of customer satisfaction while working autonomously
  • Address partner concerns and ensure smooth resolution of issues
  • Possess the ability to diagnose and resolve basic technical issues
  • Escalate unresolved or complex problems to senior analysts or other IT teams as necessary
  • Ensure timely resolution of issues while adhering to service level agreements (SLAs)Self-Test Questions:To determine if you're a good fit for this role, consider the following self-test questions:
  • Do I have hands-on experience in Oracle SQL query tuning using various hints, indexes, effective joins?
  • Do I know how to do Oracle OTBI & BIP report development?
  • Am I proficient in SQL and capable of writing optimized queries?
  • Can I troubleshoot BIP/OTBI performance complex issues involving SQL queries, scheduling, and executions?
  • Do I know the best practices on developing reports for various functional modules?
  • Do I document performance issues and their solutions for enhancing techniques within the team?
  • Do I have any expertise in analyzing logs to diagnose performance issues related to the performance of OTBI/BIP reports?

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