This role requires the Patch Coordinator to understand the Customer's system and database architecture and operations, and to deliver accurate and timely planning for system and database patching and upgrade tasks. The goal is to achieve the highest possible customer success. Based upon strategic direction and initiatives, you must be able to deliver tactical results of agreed-upon objectives.
The Patch Coordinator gives "high-touch" support to Platinum customers to ensure a smooth service experience. This is accomplished by:
- serving as the primary high-level technical contact for all customer issues
- training customers in the effective use of Oracle support
- leading the delivery of essential services and assessments
- meeting regularly with customers to understand the criticality of the customer's systems
- coordinating the resolution of specific customer requests by bringing the proper Oracle resources to bear
**Job Requirements**:
Have excellent customer service experience, excellent written and oral communication skills, structured organization skills and detailed knowledge of critical and IT concepts, strategies, and methodologies as well as practices is essential.
**Qualifications**
- Bachelor's and Master's degree in Computer Science or Engineering or equivalent work experience
- Experience in multi-tier architecture environments required
- High-level skills in database upgrades and patching and general computer programming and proven experience in database analysis, prioritizing, data and process mapping
- Fundamental understanding of computer networking, systems, and database technologies
- Ability to handle various tasks
- Excellent verbal and written English language
- Project Management skills, Critical issue management
**Desired Skills / Certifications**:
- Oracle RAC, CRS, Cellcli, ASM, RMAN, Data Guard represents a plus
- Experience with Oracle Engineered Systems and Oracle Technology
- Oracle installation, patch and upgrade within production environments
- Experience with OEM, Grid control, RMAN, Linux OS, Oracle Database administration
- Server and storage setup and administration
- Any Oracle certifications are a plus
- ITIL certification is a plus
**Personal Attributes**
- Self-driven and result-oriented
- Strong customer support and client relation skills
- Effective communication (verbal and written)
- Focus on relationships (internal and external)
- Strong willingness to learn new things and share them with others
- Influencing/negotiating
- Teammate
- Customer focused
- Confident and conclusive
- Expertise (maintaining professionalism in own field)
- Passion
- Flexibility
- Strong Problem solving/analytical skills
Career Level - IC4
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 very complex, critical customer issues. Services may be frequently provided by on-site customer visits.
