Job Requirements :
Have excellent customer service experience, excellent written and oral communication skills, structured organization skills and good general knowledge of different information technology products/services/processes.
Preferred Qualifications: Bachelor's and Master's degree in Computer Science or Engineering
DESCRIPTION
The Patch Coordinator will use knowledge of systems and database management products and services to support the IT infrastructure. This role requires the Patch Coordinator to understand Customer s system and database architecture and operations, and to provide accurate and timely planning for system and database patching and upgrade tasks. The goal is to achieve the highest possible customer satisfaction. Based upon strategic direction and initiatives, you must be able to deliver tactical results of agreed upon objectives.
The Patch Coordinator gives a high-touch support to *@* customers to ensure a smooth service experience. This is accomplished by:
serving as the primary non-technical contact for all customer issues,
training customers in the effective use of Oracle support,
managing the delivery of essential services and assessments,
meeting regularly with customers to understand criticality of the customer s systems,
RESPONSIBILITIES
Works directly with customers
Analyze systems on their current configurations and compare with targeted software releases
Participate in weekend rotation and shifts
Respond to customer requests quickly and document corrective action
Participates in initiatives that improve overall process, product and documentation quality
Drives improvements in product and services quality
Participates in Beta programs
Serves as Situation Manager on highly sensitive proactive and reactive Customer issues
Consults with Management in directing resolution of critical Customer situations
Consults with Customers on complex use of Oracle products
Achieves knowledge transfer with teammates through different methods
Proactively contribute to increasing the teams efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities
QUALIFICATIONS
Bachelor s Degree in Information Technology or Computer Science or equivalent work experience
Experience in multi-tier architecture environment required
High-level skills in database upgrades and patching and general computer programming and demonstrated experience in database analysis, scoping, data and process mapping;.
Fundamental understanding of computer networking, systems and database technologies.
Ability to handle multiple tasks
Excellent verbal and written English language communications skills.
Candidates must be highly motivated, must have initiative, team-oriented, and able to meet the aggressive schedules required in a fast moving environment
Experience with OEM, Grid control, RMAN and tape management systems
DESIRED SKILLS:
Oracle RAC, CRS, Cellcli, ASM, RMAN, Data Guard all a plus.
Oracle installation, patch and upgrade within production environments.
Experience with OEM, Grid control, RMAN and tape management systems
Project Management skills some
CERTIFICATIONS:
Any Oracle certifications are a plus
ITIL certification is a plus
PERSONAL ATTRIBUTES
Self driven and result oriented
Strong customer support and client relation skills
Effective communication (verbal and written)
Focus on relationships (internal and external)
Strong willingness to learn new things and share them with others
Influencing/negotiating
WHO SHOULD APPLY
Customer service people, having 2+ years of experience.
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