北京招聘

Working Location:
大连软件园东路23号，大连软件园15号楼502
Unit 502, 5th Floor,Dalian Software Park, Building No.15
No. 23 East Software Park Road
Dalian CN 116023

Job Title: Technical Analyst 4-Support

Organization Name: Customer Incident Management Team, Global Customer Support, Engineered Systems

Department Description:
The Engineered Systems Customer Incident Manager (CIM) team is designed to supplement and enhance Premier Support service delivered to Engineered Systems customers. Engineered Systems include Exadata, Exalogic, Sparc Supercluster, Exalytics and Big Data Appliance.

CIMs provide “high-touch” support to new and existing Engineered Systems customers to ensure a smooth support experience. This is accomplished by serving as the primary non-technical contact for all customer issues, training customers in the effective use of Oracle support, managing the delivery of essential services and assessments, meeting regularly with customers, sales and support account teams to determine high-priority customer issues, communicating issue status to customer, support and development management and coordinating the resolution of those issues by bringing the proper Oracle resources to bear.Brief Posting DescriptionAs 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.Detailed DescriptionAs a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.Job RequirementsLeading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).Additional Details

Job Discretionary Title: Customer Incident Manager
Examples of Duties:
?Perform initial customer orientation to Oracle support for new Engineered Systems customers through education on working effectively with support, best practices and patching approach and practices.
?Meet regularly with customers for SR review and prioritization. Ensure that SRs and bugs are resolved by the customer's needed date.
?Serve as a customer advocate.
?Serve as the primary management contact for escalation or situation management of critical customer issues. This sometimes includes evening and weekend work as the situation requires.
?Cover the Engineered Systems Duty Manager role which includes a regular on call rotation every six to eight weeks.
? Represent Oracle and customer interests, and use experience and judgment to meet customer objectives and milestones.
? Communicate status and plans and drive actions to all levels of Oracle and customer management.
? Converse knowledgeably with the customer on technical product issues.
? Promote the technical and professional development of others

Knowledge & Skills

Technical:
? Ability to stay current with product release levels and possess a basic knowledge of the Engineered Systems product features including Oracle Database, ASM, operating system, Exadata Storage Server, hardware, Weglogic Server and OBIEE.
? Understanding of Oracle support and development processes, e.g., SR and bug workflow, the patch delivery process, etc.
? Strong knowledge of business application processes and a solid understanding of relational database technology, operating systems, or hardware.

Professional:
? Excellent verbal and written communication skills. Strong English and Japanese skills are required.
? Strong initiative
? Good judgment in seeking and providing advice and counsel, independent of direct management oversight.
? Ability to handle stressful situations effectively.
? Ability to be a teamwork leader.
? Demonstrated ability to effectively coordinate resolution efforts for escalated issues.
? Understanding the business impacts of critical situations.
? Demonstrated ability to effectively communicate at the technical and business management level.
? Ability to mentor analysts in the area of handling sensitive accounts or addressing difficult situations

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn