Systems Analyst 3-Support

Job Description

*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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important., *The Advanced Customer Services (ACS) is a unit within the Oracle s Customer Service Organization that establishes long-term relationships with many of Oracles customers through annuity-based service contracts and project based one-time services. ACS services team sells from a broad IT-services portfolio both in fixed price and T&M basis. ACS services are typically requested by large Oracle customers that require the utmost attention to real mission critical applications and processes. ACS covers the majority of large scale Oracle customers.Oracle Advanced Customer Services provides unmatched, tailored support that ensures organization s Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete, all while coexisting within your IT environment.ACS is industry-leading expertise with the highest customer satisfaction to support organization s business every step of the way.Detailed Job Description

• Minimum 7 years of experience in Oracle Identity and Access Management administration
• Responsible for installation, upgrade, configuration, troubleshooting, and on-going maintenance of Oracle Identity and Access Management on UNIX/Linux environment.
• Demonstrated expertise with trouble shooting Oracle Access Manager, Oracle Identity Manager and Oracle Unified Directory on Unix/Windows systems.
• Experience in documenting standard operating procedures (SOP) and work instruction (WI) to perform pre and post production support activities
• Resolves problems with IDM in the production environments. Analyzes the incidents and changes to ensure that they efficiently use IDM suits and recommends appropriate changes as necessary.
• Understanding of Enterprise directory architecture and design including directory schema, namespace and replication topology experience
• Experience preferred in the following areas: Role Based Access Control, User Access Certification, Web Single Sign-on, Federated Identity
• Experience in JDBC, well versed with API, Web Services and JNDI
• Experience in Java development
• Knowledge with federated identity and web services security concepts such as SAML, WS-Federation and WS-Security a plus
• Analyzes the need for system back up, security, restart and recovery, balancing and controls; recommends approaches for meeting these needs.
• Knowledge on Performance tuning of OIM, OAM, OUD, WLS
• Ensure that service level objectives are delivered and meet stakeholder expectations for quality.
• Must be able to manage project task execution independently and get all associated team members to deliver their tasks on time, both with and without direct authority.
• Must be self-motivated, work independently or as part of a team, able to learn quickly, meet deadlines and demonstrate problem solving skills.
• Able to provide 24x7 shift support as assigned.
• Demonstrated ability to perform competently under pressure, handling interruptions and changes without losing productivity.

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 Advanced Support Engineer, you will interface with the customer s IT staff on a regular basis. Either at the client s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products.
• You should be highly experienced in some Oracle products and several platforms that are being supported.
• You will be expected to work with only general guidance from management while advising management on progress/status.
• Job duties are varied and complex utilizing independent judgment. May have project lead role.
• Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential.

SKILLS:

• Identity Manager
• Access Manager
• Entitlements Server
• Enterprise SSO
• Adaptive Access Manager
• Identity Federation
• Internet Directory; Directory Server; Oracle Virtual Directory
• WebLogic Server
• IDCS (Identity Cloud Service) and CASB
• Experience in Oracle Cloud Infrastructure and other Cloud platforms
• Experience in development of OIM customizations
• Experience in integration with Applications and other Oracle products

Keyskills :
oracle access manageroracle identity managerstandard operating proceduresfixed priceweb servicesservice levelaccess controltask executionproblem solvingpost productioncustomer servicesingle signon