Technical Analyst 4-Support-19000QJW
Global Systems Remote Support - Tape Product Support
Education and Product support experience :
Have a technical degree, BS Computer Science / Management Information Systems / Science / Engineering / Math
Mainframe System Software and Enterprise Library Software(ELS) :
Experience in supporting vendors mainframe virtual tape library, mainframe
Operating Systems :
Fujitsu MSP and IBM MVS, excellent at Job Control Language, Sysadmin and tape library management.
Excellent skill of problem analysis and problem resolution, in-depth knowledge and understanding internals of Fujitsu MSP and IBM MVS operating systems, high level competence of problem debug, dump analysis, problem replication.
Extensive experience of working with product engineering thru bug process and patch testing / verification
Virtual tape Library :
Experience in supporting virtual tape library, V2X / VSM / VLE / VSM6
Tape (drives / libraries)Hardware :
Experience in Transport technologies,topology, protocol and trace analysis. HBA and drivers.
Tape (Open Systems)SW :
Skill and knowledge of open system and Backup Software
Supporting global mainframe tape library customers as a mainframe software support expert
Language : Excellent in Japanese.
Excellent in Japanese.
Good speaking, reading and writing skill in 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 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).