The primary focus of the Principal Advanced Support Engineer is to be a customer facing technical advocate with the customer's IT staff. Responsible for providing proactive support services for Oracle products, thus assisting with the ROI the customer is expecting and assuring the highest level of customer satisfaction. The person is expected to be highly skilled in solving complex (and often previously unknown) critical customer issues. Candidate should have strong interpersonal skills and a proven capability to build effective relationships with customer technical resources and management. They are expected to work with a high level of autonomy while reporting to management on customer status and technical matters on a regular basis.
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This role is to provide Database Platform management support to customers covering the following areas:
* Provide incident resolution, problem identification and resolution activities
* Provide guidance on proactive problem avoidance activities
* Provide best practice design, installation, and configuration advice for Database Platform deployment and management
* Knowledge transfer on effective engagement with Oracle Support processes and procedures.
* Mentor and provide knowledge transfer to customer staff
* Software lifecycle guidance (i.e. patch, upgrade, and migration planning and execution)
Skills and Competencies:
* Database products covering
* Backup and recovery
* Performance tuning
* Security
* RAC
* Disaster recovery
* Golden Gate
* Architecture skills with
* High Availability
* Maximum Availability
* Engineered Systems (advantageous)
* Understanding of ITIL processes
* Provide technical assistance to Oracle's Project Managers in developing implementation and deployment strategies for solutions;
* Assist with the management and resolution of technical issues arising from solution implementations;
* Display high levels of energy and drive with strong business acumen, process orientation and excellent verbal and written communication skills;
* Works with limited supervision in conducting assessments and analysis of technical problems and provides recommendations for resolution or corrective action;
* Ability to prioritise workload to meet deadlines;
* AGSVA security clearance to NV level is a must.
Career Level - IC4