Technical Support Engineer

As a 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Qualifications
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One-year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

Career Level - IC2

Responsibilities
The Immediate Response Center (IRC) provides world-class incident management services based on ITIL best practices. The IRC Event Management (EM) represents a subset of IRC operations, designed to minimize potential client database, system, network, and application incidents through a combination of proactive monitoring techniques and cutting-edge automated tools.

As a Technical Support Engineer II,

• You will provide technical support for internal tools/applications and processes.
• You will proactively monitor system/application alarms, investigate, analyze, resolve, or escalate alarms and service requests.
• Your responsibility also includes, prioritizing and managing work queue in accordance with service level agreements, documenting investigation and issue resolution, triaging issues to appropriate second-level resources for resolution, investigating and diagnosing performance issues of tools/applications.
You will troubleshoot by gathering information, shadowing end users, testing workflows internally/externally, analyzing log files, querying tables, and updating database fields.

Basic Qualification

• At least 6 years total combined completed higher education and/or related work experience including:
  Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent relevant work experience.
  
  

Preferred Qualifications

• At least 2 years of experience in Application Support and SQL
Good knowledge and hands on Experience with Linux and SQL

• 
  

Expectations

• Must reside in or willing to relocate to Bengaluru, Karnataka
• Willing to work in shifts, additional or irregular hours (Night Shifts) as needed and allowed by local regulations.
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.
• Strict adherence to schedules.
• Perform other responsibilities as assigned.
• Ability to remain calm and think clearly under high-pressure situations.
• Multitasks and comfortable with repetitive work.
• Fluent in English to interact with global associates.