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. Oracle Financial Services Global Industry Unit (FSGIU) is a world leader in providing IT
solutions to the financial services industry. 900+ financial institutions spread across ~130 countries run the FSGIU Banking products, servicing millions of customers every day, using a variety of channels from traditional branch outlets to digital/contactless payments. These financial institutions need a trusted partner that has expertise and knowledge to offer industry-leading assistance. These institutions want to rely on product specialists and techno-experts who think out of the box and guide them with holistic and systematic
solutions. They need an “ace team” who excel in proactive monitoring and troubleshooting that reduces instances of business disruptions and avoids reactive situations. We, Oracle Banking Support team, are well poised to meet these expectations of SaaS customers. We are strengthening our support offerings to ensure our SaaS customers are equipped for today and ready for the future with emerging technologies, cloud and more.
As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
You are keen to work on a large spectrum of state-of-the-art technologies in a real time, high volume, mission critical environment. You are eager to experience the thrill and joy of
getting customer accolades for skillfully managing critical situations, You have an appetite to hone your communication skills for CxO level customer interactions, You look forward to
developing your skills in efficiently offering Day-2 services to SaaS customers ... you should be part of our enthusiastic and young team of specialists that have set the footprint globally.
An experience on Banking Product Support or Development / work experience in Bank IT is highly preferable. We are looking for talented professionals to join us at various levels. Please check out our
requirement profiles and apply for a position. Skills required for Oracle Banking Cloud Services Support Delivery:
Requirements:
1. Proficient technical knowledge of PaaS and SaaS platforms (OCI, AWS, Azure, or GCP).
2. Strong understanding of microservices, containers, and serverless technologies.
3. Familiarity with incident management frameworks and escalation processes
4. Proficiency in troubleshooting and optimizing applications in production environments.
5. Strong communication skills to coordinate with stakeholders that include Customers, Implementation teams, Internal Oracle Teams.
6. Temperament to handle Severity 1 / Critical incidents.
7. Experience with logging and monitoring tools (e.g., OCI Monitoring, Prometheus, Grafana ELK Stack, Splunk).
8. Ability to handle incident resolution and root cause analysis in SaaS environments.
9. Hands-on experience with Kubernetes, Docker and container orchestration platforms.
10. Understanding of programming languages like Python, Ruby etc. and expertise in shell scripting.
11. Ability to mentor and upskill team members in Cloud best practices
Career Level - IC2
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.
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.