Senior Support Solutions Engineer – Telecom Applications

Oracle Communications Support team is looking for a talented individual to join our organization focusing on our solutions including the Digital Business Experience application suite. The candidate will be working directly with our growing customer base when they need support related to the solution or the products involved. This will include working with the products support teams and other teams including the product development teams. The environment is quickly expanding and there are new challenges and opportunities to learn and grow with the role. 

What You’ll Do

• Manage and resolve Service Requests logged by customers (internal and external) on the CGIU solutions focusing on the Oracle products involved.
• Contribute to proactive support activities according to product support strategy and mode.
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
• Contributing to Knowledge Management content creation and maintenance
• Working with development on product improvement programs as required
• Operating within Oracle business processes and procedures
• Respond and resolve customer issues within Key Performance Indicator targets
Maintaining product expertise within the team
• Maintain an up-to-date and in-depth knowledge of new products released in the market for supported products

What You’ll Bring

The ideal candidate will have strong experience in telecommunications billing and orchestration systems, excellent problem-solving skills, and a passion for customer service.

• Strong proficiency in operating systems (Unix/Linux), databases (Oracle, SQL Server), and application servers (WebLogic).
• Familiarity with cloud technologies and microservices architecture is a plus.
• Problem-Solving: Exceptional analytical and problem-solving skills with the ability to design and implement innovative solutions for complex billing challenges.
• Communication: Excellent communication and interpersonal skills with the ability to collaborate effectively with technical and non-technical stakeholders.
• Certifications: Relevant industry certifications (e.g., Oracle Certified Professional) are a plus. 
• Experience with relational database systems and/or similar technologies will be an asset.
• Experience with Oracle OSM or integration of other fulfillment products into CRM systems would be a great asset.
• Excellent analytical and problem-solving abilities.
• Technical expertise with Java, JMS, JDBC, REST APIs, Eclipse 
• Have good knowledge on Implementation technologies, such as, Java, XML, XQuery, Webservices, WebLogic, RDBMS, etc.
• Knowledge of telecom industry frameworks TMF (Open APIs and ODA)
• Should possess hands-on in OSM installation and have good knowledge on troubleshooting the installation and configuration issues.
• Should have good working knowledge in UNIX / LINUX environment / Unix Shell Scripts.
• Should possess awareness of TMF & Oracle RODOD/RSDOD Solution
• Cloud Technologies CNCF (Optional but Preferred):
• Cloud Platforms:
• Experience with cloud service providers like OCI, AWS, Azure, or Google Cloud Platform.
• Performance Optimization and Scalability:
• System Optimization:
• Skills in analyzing and improving system performance, identifying bottlenecks, and implementing scalable solutions.
• Understanding of cloud architecture, microservices, and containerization technologies like Docker and Kubernetes.
• Operating Systems:
• Unix/Linux Expertise:
• Proficient in system administration tasks, shell scripting, and performance tuning.
• Experience with Linux distributions such as Red Hat Enterprise Linux (RHEL).
• System Monitoring and Troubleshooting:
• Ability to use tools like Prometheus/Grafana for system monitoring and alerts.
• Experience with troubleshooting performance bottlenecks and ensuring system reliability.
• Databases:
• Relational Database Management:
• Knowledgeable in Oracle and SQL Server databases, database maintenance.
• Experience with SQL for querying, data manipulation, and report generation.
• WebLogic Server:
• Application Server Management:
• Expertise in configuring and managing Oracle WebLogic Server, including deployments, clustering, and performance tuning.

As 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.

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. 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).

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Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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