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Principal Systems Services Engineer

4 months ago

مصر, Egypt Oracle Full time

Principal Systems Services Engineer - Oracle Advanced Customer Services (Egypt)-22000DTH

**Applicants are required to read, write, and speak the following languages***: English, Arabic

**Preferred Qualifications**

Systems JD

ACS is looking for Systems Engineers skilled and with real experience on Operating System, mainly on Solaris and Linux. The engineer will join the EMEA Expertise Center, a team which centrally delivers proactive and reactive services for any country across EMEA. Advanced Customer Support (ACS) is an organization providing tailored mission critical support services for the full Oracle Product Stack. Advanced Customer Support understands the customer's needs and helps them to increase availability, improve performance, mitigate risk and save cost.

Our competent ACS Engineers have the mission to:
1. Develop and manage the technical relationship with a designated account(s) in order to maximize the value of Advanced Customer Support to the customer,

2. Develop and maintain trusted relationships with the other Oracle contacts within designated account(s) and relevant third parties,

3. Act as the technical primary point of contact for Oracle Support and

4. Safeguard customer satisfaction, and renewal, through quality delivery and added value.

**RESPONSIBILITIES**:

- Delivering high quality technical results to ACS Customers
- Ensuring adherence to internal methodology, tools and quality standards
- Identifying required/recommended actions on Customer systems as main output of service delivery, based on own knowledge and experience
- Understanding customer requirements and based on own skills and experience, being able to design the proper architecture using the most appropriate products and design a technical plan to integrate them and implement the technical solution.
- Analyzing, troubleshooting and solving whenever feasible, the issues the customer may face using Oracle products.
- Escalating at the right time customer issues to Technical Account Manager where relevant
- Active participation on Services development
- Active collaboration with other engineers in the team or in other teams, to share knowledge, experiences, and others which can benefit ACS Business results.

**Technical SKILLS**:

- Solaris Server
- Solaris Cluster
- Solaris Logical Domains (Architecture and Design) Zones
- Oracle Enterprise Linux
- ZFS
- Valuable skills on Exadata, SuperCluster, Private Cloud Appliance (PCA), DevOps and Terraform

**REQUIREMENTS**:

- University Degree in Computer science or similar
- Fluent English (French; Spanish or German will be also valued)
- Excellent Incident and Problem Management skills
- Flexibility to visit or work at customer premises
- Flexibility to cover “on-call” support, out of standard business hours including holidays/weekends, as part of a 24x7 rotational support model shared across team members

PROFESSIONAL COMPETENCIES
- Adapting to Change
- Building Relationships
- Business Ethics
- Communication
- Customer Focus
- Personal Drive
- Planning & Organising
- Problem Solving
- Quality
- Results Orientation
- Teamwork
- Working Globally
- Customer Needs Analysis
- Professional &Technical Depth and Credibility
- Resource Utilization&Development
- Willing to work on 24x7 basis and flexible hours (Out of hours and weekends)
- Willing to travel for long tasks or high frequency (25% travel rate)

**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.

**Job**: Support

**Location**: EG-EG,Egypt-Cairo

**Job Type**: Regular Employee Hire

**Organization**: Oracle