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Technical Architect, ACS Global Delivery, Infrastructure- Advanced Customer Services

Fluent Spanish required.


The Advanced Customer Services (ACS) practice is a unit within the Oracle Spain (locations Madrid/ Valencia/Barcelona) Customer Services Organization that establishes long term relationships with many of Oracle’s largest customers in EMEA through a complete service portfolio from design to annual support contracts. Advanced Support Engineers (ASE), working within ACS organization, deliver proactive and reactive technical services to these customers, assisting them to maximize the stability, availability and performance of their critical business systems.  


The Cloud Platform team within ACS Spain is responsible to deliver services, i.e. design, build & readiness, support and maintenance, Architecture Solutions, upgrades, transitions to Cloud.

  Brief Posting Description


  The role is focused on design & build & support & maintenance for private and public clouds focusing on infrastructure (IaaS) using products like Engineered systems (SuperCluster , Exadata , Bigdata, ZDLRA, PCA) , server & storage (M7, ZFSSA, FS1), cloud machines ( OCC, ExaCC.,..) and the Oracle Public Cloud (OPC), OCI, Autonomous Database.

As a member of the ACS delivery organization, your focus is to deliver post-sales services and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries as well as, technical questions. As primary point of contact for customers, you are responsible for facilitating customer relationships with ACS and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.


Detailed description

  As a Senior Systems Engineer, you will interface with the customers IT staff on a regular basis. Either at the client’s site or from a remote location, you will be responsible for delivering the ACS services. Designing a pillar architecture, install & configure Oracle products, maintain and operate customer systems and resolve complex technical problems.

You should be highly experienced in Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.


   
  Job Requirements

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential.

A Bachelor’s degree in Computer Science, Engineering or equivalent experience is preferred with 10 years related experience. Experience with Oracles core infrastructure products and tools is important. Your experience in designing innovative business solutions (cloud an on premise) for clients will be highly appreciated.


  
  RESPONSIBILITIES:

A mix of proactively working with ACS customers (design, configuration and reviews, best practices workshops) and reactive work (troubleshooting analysis) to ensure successful deployment of the Oracle Infrastructure products.   Implementation of designed architectures, health checks, Upgrade and implementation planning. Proactively alerting customers to product developments and issues Knowledge Transfer.

  Good knowledge of the customer's requirements and environment,  Form effective professional relationships with ACS Technical Account Managers (TAM) and ACS (pre) sales, Oracle Product Management and Support and customer staff at all levels, to ensure customer satisfaction with Oracle's products and ACS organization.

EXPERIENCE: Required Skills:
- Minimum 3 years’ experience in design architectures for a technical pillar (e.g. infrastructure)
- Minimum 7  years’ experience in installation and configuration of infrastructures
- Minimum 3  year experience in installation and configuration of  Engineered systems
- Minimum of 5 years on infrastructure experience in Engineered systems, server, Solaris/Linux, storage, networks, virtualization.
- Wide knowledge of Oracle infrastructure products
- High availability, backup & recovery  and disaster recover knowledge
- Engineered Systems (Exadata, ZDLRA, BDA, SuperCluster)
- Security background
- ITIL service management background
- Oracle Public Cloud (OPC) IaaS skills desirable
- Oracle Cloud machines (OCC, ExaCC, PCC,..) : desirable
- Database skills desirable (DBaaS, DBCS, RAC, RMAN, OSB, Data Guard,…)
- Oracle or other certification: desirable like:
- Oracle Cloud Infrastructure
-  Autonomous Database

PERSONAL COMPETENCIES:


- ability to remain focused under pressure
- customer Focus
- Teamwork
- fluent in English
- availability to travel
- self-motivated and resourceful
- strong verbal and written communication skills to different levels also under pressure
- good presentation skills (presenting technical findings directly to Oracle customers, at all levels of the organization)
- work on own initiative
- ability to take ownership

PROFESSIONAL COMPETENCIES:
University Degree or comparable education/professional experience Work experience with Oracle Products (in ACS, Consulting, Education, presales, others)  would be ideal.  At least 5 yrs experience with Oracle Infrastructure products.

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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor

  • s and Master
  • s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position.

In addition, experience with Oracle

  • s core products, applications, and tools.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

: Support

: ES-ES,Spain-Valencia

: ES-ES,Spain-LAS ROZAS DE MADRID, ES-ES,Spain-Campanillas, ES-ES,Spain-Derio, ES-ES,Spain-Barcelona, ES-ES,Spain-La Coruna, ES-ES,Spain-Pozuelo de Alarcón, ES-ES,Spain-Sevilla, ES-ES,Spain-Madrid

: Regular Employee Hire

: Oracle

Ya que24/02/2020

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