Job Description

Building off our Cloud momentum, Oracle has formed a new organization - Oracle Health Applications & Infrastructure. This team focuses on product development and product strategy for Oracle Health, while building out a complete platform supporting modernized, automated healthcare. This is a net new line of business, constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world class engineering center with the focus on excellence. At Oracle Health, our mission is to improve healthcare and quality of life globally through better experience and easier access to health and research data for patients and healthcare providers.

Since 1986, the Oracle Health Immediate Response Center has been the “ER” for our customers around the world who provide patient care. As a Sr Technical Support Engineer, your primary task will be to provide mission critical incident management support and service restoration to Oracle Health customers. You will perform troubleshooting investigations through both front end and back end tech stacks by capturing log files, querying tables, updating/cycling servers, etc. Through the lifecycle of investigation you will also document thoroughly notes and activities as it pertains to the investigation and mitigation of customer issues.

Minimum Qualifications:

• U.S. Citizenship on U.S. soil is required

• Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent relevant work experience.

• Candidate must be willing to work a 5-5-4 shift (5 days on, 5 off, 4 on…etc.), preferably working the hours of 7AM - 7PM Central Time.

• Also accepting applicants willing to work from 7pm-7am CT (please specify your shift preference in your application)

• Good Knowledge and hands on experience with Linux/ Unix(command-line) and SQL

• Familiar with Relational database

• Personal/enterprise network exposure

Preferred Qualifications:

• Experience providing phone based customer/technical support and escalation management

• Experience in Application Support

• Use of ticket documentation system - Remedy, ServiceNow, Jira etc.

Responsibilities

Responsibilities:

• Provide technical and customer support for healthcare providers via Phone using troubleshooting skills and tooling.

• Collect and review logging for customer issues.

• Review proactive monitoring to correlate alerting to customer issues

• Review and collect information for technical investigation through capturing logging, querying database tables, etc.

• Collaborate with other engineers within the Immediate Response Center along and product teams across Oracle Health.

• Prioritize work queue based on severity and urgency balanced with customer and business needs.

• Own a web conference bridge call to page out and drive major incidents toward resolution.

• Mentor and train teammates to upskill and build on a high performing organization.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer