Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in enhancing customer satisfaction by ensuring the timely and quality resolution of escalated incidents related to Oracle Exadata and Database Administration. This position involves deep technical expertise and active engagement with stakeholders to drive improvements in operations and support processes.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets Related To Oracle Exadata And Database Administration In Line With Established Slas, Leveraging Expertise To Analyze Complex Issues Effectively.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Also Facilitating Knowledge Sharing Sessions To Enhance Team Capabilities.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Meetings To Gather Feedback And Understand Any Ongoing Issues, Ensuring Swift Resolution And Customer Satisfaction.
5. Validate And Present Analyses, Such As Root Cause Analysis And Trend Analysis, To Key Business Stakeholders, Using Insights To Drive Performance Improvements And Operational Excellence.

Skill Requirements

1. Expertise In Oracle Exadata And Oracle Database Administration
2. Strong Analytical Skills And Problem-Solving Abilities
3. Proficient In Creating And Maintaining Documentation And Sops
4. Excellent Communication And Stakeholder Management Skills
5. Ability To Mentor And Guide Team Members Effectively

Other Requirements

1. Oracle Database Administrator Certified Professional (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable