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Job Description
What You'll Do
Manage and resolve Service Requests logged by customers (internal and external) on the CGIU solutions focusing on the Oracle products involved.
Contribute to proactive support activities according to product support strategy and mode.
Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
Contributing to Knowledge Management content creation and maintenance
Working with development on product improvement programs as required
Operating within Oracle business processes and procedures
Respond and resolve customer issues within Key Performance Indicator targetsMaintaining product expertise within the team
Maintain an up-to-date and in-depth knowledge of new products released in the market for supported products
What You'll Bring
The ideal candidate will have strong experience in telecommunications billing and orchestration systems, excellent problem-solving skills, and a passion for customer service.
Strong proficiency in operating systems (Unix/Linux), databases (Oracle, SQL Server), and application servers (WebLogic).
Familiarity with cloud technologies and microservices architecture is a plus.
Problem-Solving: Exceptional analytical and problem-solving skills with the ability to design and implement innovative solutions for complex billing challenges.
Communication: Excellent communication and interpersonal skills with the ability to collaborate effectively with technical and non-technical stakeholders.
Certifications: Relevant industry certifications (e.g., Oracle Certified Professional) are a plus.
Experience with relational database systems and/or similar technologies will be an asset.
Experience with Oracle OSM or integration of other fulfillment products into CRM systems would be a great asset.
Excellent analytical and problem-solving abilities.
Technical expertise with Java, JMS, JDBC, REST APIs, Eclipse
Have good knowledge on Implementation technologies, such as, Java, XML, XQuery, Webservices, WebLogic, RDBMS, etc.
Knowledge of telecom industry frameworks TMF (Open APIs and ODA)
Should possess hands-on in OSM installation and have good knowledge on troubleshooting the installation and configuration issues.
Should have good working knowledge in UNIX / LINUX environment / Unix Shell Scripts.
Should possess awareness of TMF & Oracle RODOD/RSDOD Solution
Cloud Technologies CNCF (Optional but Preferred):
Cloud Platforms:
Experience with cloud service providers like OCI, AWS, Azure, or Google Cloud Platform.
Performance Optimization and Scalability:
System Optimization:
Skills in analyzing and improving system performance, identifying bottlenecks, and implementing scalable solutions.
Understanding of cloud architecture, microservices, and containerization technologies like Docker and Kubernetes.
Operating Systems:
Unix/Linux Expertise:
Proficient in system administration tasks, shell scripting, and performance tuning.
Experience with Linux distributions such as Red Hat Enterprise Linux (RHEL).
System Monitoring and Troubleshooting:
Ability to use tools like Prometheus/Grafana for system monitoring and alerts.
Experience with troubleshooting performance bottlenecks and ensuring system reliability.
Databases:
Relational Database Management:
Knowledgeable in Oracle and SQL Server databases, database maintenance.
Experience with SQL for querying, data manipulation, and report generation.
WebLogic Server:
Application Server Management:
Expertise in configuring and managing Oracle WebLogic Server, including deployments, clustering, and performance tuning.
Career Level - IC3
Responsibilities
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.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
Canada: Hiring Range from $58,100 to $126,000 CAD per annum
US: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer:
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.
* Which includes being a United States Affirmative Action Employer