Job Description

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&aposs 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&aposre 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
  
  

Qualifications

Career Level - IC2

About Us

As a world leader in cloud solutions, Oracle uses tomorrows technology to tackle todays challenges. Weve partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. Thats why were committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.