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Principal Service Delivery Engineer SAP CoE EMEA-210006F9Applicants are required to read, write, and speak the following languages:English
Preferred Qualifications
Scope
• Reports to Senior Director Oracle ACS SAP CoE
• Works as part of the ACS Global Expertise Center, SAP CoE & DB Migrations
• Works with Oracle/SAP customers, Oracle development, SAP support engineers and SAP development
• Has no direct reports
• Remote Delivery or Onside at Walldorf/Germany, or Bucharest Oracle Office
Responsibilities and Accountabilities
• Oracle / SAP Development Support (3rd – last level) at SAP Support
• Resolve high level, very complex or previously unknown issues
• Perform root cause analysis of difficult product problems and their solutions/technical escalation management, if it's necessary logging and following up bug processing
• Part of the deployment team, delivering quarterly SBP (SAP Bundle Patches)
• Interact with key customer personnel to enhance
• Interface with Oracle development, SAP Support and SAP Development
• Performing of review and assessments for SAP systems (e.g.Performance Review, Configuration Review)
• Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
• Weekend Standby Support (approx. every 6. Weekend)
• Be available to work in 24x7 capability, occasional travel (worldwide)•
Competencies
• Excellent product skills (RDBMS, CBO, ASM, ASSM …. and RAC/HA)
• Experience in implementing high availability solutions for Oracle environments
• Understand RDBMS Release Strategy and the Patch Policy and Patch Deployment(s)
• Understand reactive support processes in Oracle Support, be familiar with RU
• (if possible) SAP Basic KnowHow
• Manage escalated technical issues
• Good written and spoken English
Detailed Description and Job Requirements
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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading 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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job
:Support
Location
:RO-RO,Romania-Bucharest
Job Type
:Regular Employee Hire
Organization
:Oracle
