Preferred Qualifications ________________________________________ Department Description: The Advanced Customer Services (ACS) practice is a unit within the Oracle UK Customer Services Organization that establishes long term relationships with many of Oracle’s largest customers in UK through annual support contracts. Advanced Support Engineers, working within ACS organization, deliver proactive and reactive technical support services to these customers, assisting them to maximize the stability, availability and performance of their critical Cloud Platforms. Advanced Support Engineers work on customer sites and from our UK offices. Training is provided to ensure Advanced Support Engineers maintain an up to date knowledge of Oracle products and services. Middleware Specialists are part of the ACS UK. The role opened is focused on Architectural and Production Support for Oracle Fusion Middleware solutions: RESPONSIBILITIES: • A mix of proactively working with ACS customers (design and configuration assistance and reviews, best practices workshops) and reactive work (troubleshooting, performance analysis) to ensure their successful deployment of the Oracle Fusion Middleware (FMW) products on Cloud Platforms (MS Azzure, AWS/Oracle) • Proactively alerting customers to Platform developments and issues • Knowledge Transfer: Prepare and present training programs, designed to educate Support Services employees and customers on technical topics • Delivery of reactive technical support in a timely manner • Resolve high level, complex or previously unknown issues, requiring expert technical knowledge and business acumen • Perform root cause analysis of difficult product problems and their solutions/technical escalation management • Interact with key customer personnel to enhance collaborative problem solving • Provide and verify problem workarounds or patches • Researching and responding to technical inquiries • Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments • Become a trusted advisor for our ACS customers • Form effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization. EXPERIENCE: • A minimum of 4-5 years’ experience in the field of Oracle Fusion Middleware products in combination with Oracle Databases in a Cloud Environment • Java + J2EE experience is mandatory. • In depth knowledge of the following Oracle Fusion Middleware products: o WebLogic Server o WebLogic Server Clusters o Oracle Service Bus • Experience and knowledge on the following products will be an advantage: o SOA Suite o Coherence o Oracle Application Server o Oracle Enterprise Monitor for FMW products • In-depth understanding of application 3-Tier Architectures (Web, Application and Oracle Database tier) is mandatory • Oracle DBA knowledge and/or SQL or PL/SQL development experience is an advantage. • Knowledge of Oracle VM / Virtualization solutions is an advantage. • Strong Unix/Linux skills are essential, additional Windows Server skills are useful PERSONAL COMPETENCIES: • Proven experience in installing, configuring, administering and tuning Oracle middleware products, preferably gained in a production environment • Excellent troubleshooting and analytical skills in a customer facing environment • Self motivated and resourceful • Good verbal and written communication skills in English • Strong verbal and written communication skills in English • Ability to spot proactive services to the benefit of customer • Ability to work as a team-player as well on own initiative • Ability to work under pressure in escalated situations • Ability to have effective communication with the appropriate levels when dealing with complex situations • Ability to take ownership of (escalated) problems • Ability to demonstrate advanced product knowledge by building and showcasing best practices • Strong interpersonal, presentation and communication skills are required. A successful candidate must also excel at presenting technical findings directly to Oracle customers, at all levels of the organization. • Oracle Certified Associate and/or Professional qualification for middleware products will be an advantage eg Java Cloud Service PROFESSIONAL COMPETENCIES: • University Degree or comparable education/professional experience • Multi-year work experience in Support, Consulting, Education or Pre-Sales would be ideal • Excellent experience with Oracle Fusion Middleware products • In-depth understanding of application 3-Tier Architectures (Web, Application and Database tier) is mandatory • Good knowledge of the Oracle Database • Good familiarity with Unix, Linux and Windows environments and shell scripting • At least 4-5 years’ experience in working with Oracle Fusion Middleware products 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. 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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools. As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).