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.
Own and resolve problems and manage customer expectations throughout the Service Request lifecycle in accordance with global standards.
Work towards, adopt, and contribute to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).
Contribute to Knowledge Management content creation and maintenance.
Work with development on product improvement programs as required.
Operate within Oracle business processes and procedures.
Respond and resolve customer issues within Key Performance Indicator targets while 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.
Exceptional analytical and problem-solving skills with the ability to design and implement innovative solutions for complex billing challenges.
Excellent communication and interpersonal skills with the ability to collaborate effectively with technical and non-technical stakeholders.
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.
Technical expertise with Java, JMS, JDBC, REST APIs, Eclipse.
Good knowledge on Implementation technologies, such as Java, XML, XQuery, Webservices, WebLogic, RDBMS, etc.
Knowledge of telecom industry frameworks TMF (Open APIs and ODA).
Hands-on experience in OSM installation and troubleshooting installation and configuration issues.
Good working knowledge in UNIX / LINUX environment / Unix Shell Scripts.
Awareness of TMF & Oracle RODOD/RSDOD Solution.
Experience with cloud service providers like OCI, AWS, Azure, or Google Cloud Platform is preferred.
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.
Proficient in system administration tasks, shell scripting, and performance tuning on Linux distributions such as Red Hat Enterprise Linux (RHEL).
Ability to use tools like Prometheus/Grafana for system monitoring and alerts.
Knowledgeable in Oracle and SQL Server databases, database maintenance, and experience with SQL for querying, data manipulation, and report generation.
Expertise in configuring and managing Oracle WebLogic Server, including deployments, clustering, and performance tuning.
Career Level - IC4
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