Job expirat
RESPONSIBILITIES:
* To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
* Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
* Maintaining product expertise in assigned cluster
* Reducing escalations
* Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.
* Contributing to Knowledge Management content creation and maintenance
* Participating in RC/CA activities defined within their cluster
* Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
* Operating within Oracle business processes and procedures
* Respond and resolve customer issues within Key Performance Indicator targets
* Maintain an up-to-date and in-depth knowledge of new products released in the market for the given cluster
* Ensure the timely completion of planned proactive tasks and Service Requests
* Record GRID activities according to standard scheduling and reporting practices
* Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
QUALIFICATIONS:
* The ideal candidates should have a degree in Computer science, 2-5 years experience in using and administrating Oracle database server, good knowledge of UNIX, Linux and/or Windows
* Customer Focus
* Planning and Organizing
* Working Globally
* Team Working
* Results Orientation
* Communication
* Product Mastery
* Problem Recognition and Resolution
* Excellent verbal and written skills in English
Please submit your CV in English. Thank you very much!
