Job Information
Oracle Technical Analyst 2-Support - Night Shift in Austin, Texas
Job Description
Building off our Cloud momentum, Oracle has formed a new organization - Oracle Health Applications & Infrastructure. This team focuses on product development and product strategy for Oracle Health, while building out a complete platform supporting modernized, automated healthcare. This is a net new line of business, constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world class engineering center with the focus on excellence. At Oracle Health, our mission is to improve healthcare and quality of life globally through better experience and easier access to health and research data for patients and healthcare providers.
Since 1986, the Oracle Health Immediate Response Center (IRC) has been the “ER” for our customers around the world who provide patient care. As a Technical Support Engineer, your primary task will be to provide mission critical incident management support and service restoration to Oracle Health customers. You will perform troubleshooting investigations through both front end and back end tech stacks by capturing log files, querying tables, updating/cycling servers, etc. Through the lifecycle of investigation you will also document thoroughly notes and activities as it pertains to the investigation and mitigation of customer issues.
We are specifically seeking someone with strong Linux/Unix skills in support of the Event Management Team inside the IRC. You will log into client systems to troubleshoot and resolve alerts/alarms for our Federal clients. Your focus will be on proactive monitoring and alarm resolution, working within the Overwatch platform to address system issues before they escalate into incidents. You will handle a high volume of alerts and alarms independently at night, when fewer teams are available for immediate escalation.
Responsibilities
Minimum Qualifications:
U.S. Citizenship on U.S. soil is required
Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent relevant work experience.
Candidate must be willing to work a 5-5-4 shift (5 days on, 5 off, 4 on…etc.), on night shift 7PM - 7AM Central Time.
Very strong knowledge and hands on experience with Linux/ Unix(command-line) and SQL
Familiar with Relational database
Personal/enterprise network exposure
Preferred Qualifications:
Experience providing phone based customer/technical support and escalation management
Experience in Application Support
Use of ticket documentation system - Remedy, ServiceNow, Jira etc.
Responsibilities:
Provide technical and customer support for healthcare providers via Phone using troubleshooting skills and tooling.
Collect and review logging for customer issues.
Review proactive monitoring to correlate alerting to customer issues
Review and collect information for technical investigation through capturing logging, querying database tables, etc.
Collaborate with other engineers within the Immediate Response Center along and product teams across Oracle Health.
Prioritize work queue based on severity and urgency balanced with customer and business needs.
Own a web conference bridge call to page out and drive major incidents toward resolution.
Mentor and train teammates to upskill and build on a high performing organization.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
About Us
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Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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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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