Oracle Technical Analyst 3-Support in Melbourne, Australia
Technical Analyst 3-Support
The successful candidate for the Senior Technical Engineer position provides technical client support, manages escalations, and assists the team in technical issues for a wide variety of issues across Oracle Health Sciences Global Business Unit (HSGBU) product lines. Must be extremely customer focused, showing a pro-active and responsive approach to work.
This candidate is also able to work on complex problems, while balancing an increased workload in a fast paced environment. The Engineer will be working closely with the Development and Quality Assurance groups. It is essential that this Team Member follows Oracle HSGBU procedures to ensure that all contractual support obligations are being met. On a continual basis it is important for the engineer to develop an increased knowledge of the Oracle HSGBU product lines and industry standards. Under the direction of Management, this Team Member will address and resolve all software issues brought to our attention by the clients in a timely fashion.
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 Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues, facilitating a resolution to all escalated issues brought to their attention. There may also be a requirement to write complex SQL queries and PL/SQL procedures.
You will be responsible for working closely with our clients, working as part of the customer advocate program, to develop custom solutions required to solve their technical and business problems. In addition, you may be asked to assist our Development groups with some maintenance level programming as well as QA activities.
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 advanced technical/business skills in area of specialization.
Candidates should be willing to work in different / alternate work hours, including Weekends (Saturday and Sunday), Night shifts, and also on Public Holidays when required. Able to travel to customers’ locations to provide on-site support if required.
Education and Experience Required:
Bachelors in Computer Science or equivalent relevant experience
Minimum of 5 years experience in providing support for complex software products
Strong written and verbal communication skills in English.
Excellent telephone and e-mail etiquette is essential.
Proven ability to troubleshoot and resolve complex issues in a customer facing environment
Ability to read, write and debug programs written in PLSQL, SQL
Answer product related technical questions on issues using and running the PL/SQL compiled codes
Assist and advise on basic database tuning using the database debugger
A solid understanding and hands-on experience installing, configuring, monitoring and managing Oracle databases on all platforms (including UNIX, citrix) – versions 9i, 10g and 11.
A solid understanding of the Oracle/SQL Server Backup, restoration and performance tuning.
Demonstrated expertise with SQL, PL/SQL programming language, XML, VB Script, C#, Windows, UNIX scripting
Experience with the Win2000, Win2003, Unix, Linux Operating Systems.
Experience within the Clinical and Healthcare industries.
Experience with Oracle Clinical and Remote Data Capture (OC RDC), Thesaurus Management System (TMS), Life Sciences Data Hub (LSH) or Data Management Workbench (DMW)
Preparing relevant technical bulletins and contributing solutions to the corporation.
Developing and maintaining Standard Operating Procedures (SOP's) and quality system documentation.
Detailed Description and Job Requirements
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 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 in-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 i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Job Type: Regular Employee Hire