Provide Architecture and Capacity management support across several projects.
Provide structured reporting around capacity management
Project growth needs as customer environments are utilized.
Perform some hands on work to query systems for systems usage.
Leverage existing approaches and methodologies to adopt needs for the Federal business.
Perform regular structured reviews of the quality and contractual compliance of service delivery to Federal Cloud Service customers, including:
Reviewing technical operations such performance, capacity, and configuration providing Subject Matter Expertise (SME) and advisory support
Reviewing performance against SLS (Service Level Standards)
Provide general operational assistance, including:
Support and Maintenance of Customer Change Management
Manage remedial actions resulting from technical and SLA (Service Level Agreement) reviews
Ensure progression of important tasks
Provide support to relevant groups during time of Customer Escalations
Contribute to Global Reporting
Support Transition Managers and Service Delivery Managers to ensure tasks are completed as necessary against project milestones and the project plan
Experience applying Enterprise and Business architecture and IT frameworks such as TOGAF, FEA/DODAF, MIT-Sloan, Zachman, Gartner, ITIL and COBIT.
12 years of experience working with customers at an enterprise level. Enterprise and/or Business architecture credentials are highly valued.
Minimum of 7 years Oracle DBA or Applications DBA experience, either as part of complex implementation projects or post implementation for production operations.
Solid understanding of Oracle databases and supporting technologies (e.g. RMAN, Data Guard, ASM)
Familiarity with one or more of the following Oracle products (E-Business Suite, OBIEE, Hyperion)
Understanding of general database maintenance activities including patching, backup recovery procedures, performance monitoring and application tuning
Extensive experience working directly with customers in an IT services environment
Proven ability to develop trusted relationships with customers
Experience working in a global, matrix team environment with ability to drive initiatives and influence across organizational and geographic boundaries
Excellent English written and verbal communication skills
ITIL training or certification is considered an advantage
Working onsite at customer site may be required pending customer needs
U.S. citizenship is required with the ability to obtain a Federal security clearance
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 a Senior Principal Systems Engineer, you are a guru, with strong expertise across the stack and tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.
Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Bachelor*s and Master*s degree in Computer Science or Engineering (Advanced degree such as MBA and/or Ph.D. a plus) 10 years related experience prior to taking this position. In addition, extensive experience with Oracle*s core products, applications, and tools. Only proven top performing candidates of high integrity in previous job positions/grades are considered.
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.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.