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.
+ Facilitate customer relationships with Support and provide advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
+ Resolve high level, very complex, or previously unknown issues requiring expert technical knowledge of Oracle Enterprise Identity & Access Management/Governance and supporting troubleshooting tools.
+ Support various Oracle Identity Access & Management/Governance Components, Security Provisioning Workflows, Business Processes, and Cloud Security Solutions.
+ Performance tune Oracle Security Solution Stacks.
+ Apply knowledge of Oracle Identity & Access Management/Governance Suite installation and Cloud Security strategies.
+ Troubleshoot and debug all the tiers in the Identity & Access Management/Governance Applications tech stack and Cloud Security Integrations.
+ Work with the customer to establish action plans and provide guidance in support of Oracle Identify & Access Management/Governance.
+ Research technical and industry related issues in the Identity & Access Management/Governance space.
+ Analyze root cause of difficult problems involving multiple Identity Components.
+ Interface with Oracle Lines of Business during escalations and expedite resolution.
+ Perform patch validation, upgrades and installations in lab and customer instances.
+ Identify and communicate pertinent Oracle alerts to the customer contacts and customer account team.
+ Perform regular status reviews of problems/issues.
+ Interface with Oracle development, consulting, and on-site support.
+ Perform trend analysis and initiate corrective actions.
Bachelor's degree in Computer Science, Electronic Engineering or related technical field, followed by five years of progressive, post-baccalaureate work experience in job offered or five years of progressive, post-baccalaureate work experience in an analyst or engineering-related occupation. Experience should include:
+ Oracle Identity and Access Management/Governance, Oracle Internet Identity Directory, Oracle Virtual Directory, Oracle Access Manager, Oracle Identity Manager/Governance, Oracle Identity Federation, Oracle Adaptive Access Manager, Identity Cloud Services or equivalent Cloud Security Technology
+ Full life cycle implementations of Oracle Identity Management/Governance Suite
+ Large scale Security implementations
+ Middle tier technologies such as WebLogic Server, J2EE, JRocket, SOA Suite BAM, OSB
+ Ability to work in 24x7 capabilities if an escalation requires flexibility in work schedule.
If you are a Colorado resident, Please Contact us or Email us at to receive compensation and benefits information for this role. Please include this Job ID: 174010 in the subject line of the email.
Diversity and Inclusion:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
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