Principal Support Engineer - Health Sciences

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

The willingness to work in different / alternate work hours, including weekends (Saturday and Sunday), Night shifts, and also on Public Holidays is required.

Additional Requirements:
• Preparing relevant technical bulletins and contributing solutions to the corporation.
• Developing and maintaining Standard Operating Procedures (SOPs) and quality system documentation.
• Strong inclination towards diving deep into technical side of the product lines.
• There may be a necessity to work in shift timings and weekends (with comp-offs on other days).
• Experience within the Healthcare and Life Sciences industries.
• InForm product experience is a big plus.
• Strong written and verbal communication skills in English.
• Customer focused, with a pro-active and responsive approach.
• Able to understand and define customer needs.
• Able to travel to customers’ locations to provide occasional on-site support.
• Excellent telephone and e-mail etiquette is essential.
Education and Experience Required:
• Bachelors in Computer Science or equivalent with relevant experience.
• 8+ years of overall experience in providing support for complex software products.
• Proven ability to troubleshoot and resolve complex issues in a customer facing environment.
• Demonstrates a sound knowledge across any of the key Oracle HSGBU Products (DMW & LSH / InForm suite / Healthcare).
• Solve complex problems, and presents different professional/technical scenarios and approaches by applying specialist knowledge.
• Keep abreast of tools, methods, and techniques, thereby acting as an internal resource in a particular area of expertise/specialist knowledge.
• Ability to read, write and debug programs written in PL/SQL, SQL.
• Answer product-related technical questions on issues using and running the PL/SQL compiled codes.
• Assist and advise on basic database tuning using the database debugger.
• A solid understanding and hands-on experience installing, configuring, monitoring and managing Oracle databases on all platforms (including UNIX, Citrix) – versions 11g and12c.
• Experience in WebLogic 11g and 12c to analyze problems/errors effectively.
• A solid understanding of the Oracle/SQL Server Backup, restoration and performance tuning.
• Demonstrated expertise with SQL, PL/SQL programming language, XML, VB Script, C#, Windows, UNIX scripting.
• Understand
• Experience with the Win2000, Win2003, UNIX, Linux Operating Systems.
• Bachelors in Computer Science or equivalent with relevant experience.

Summary of Position:
A successful candidate for the Principal Technical Support Analyst position will provide technical client support, manage escalations, and help the team address wide variety of technical issues across Oracle’s Health Sciences Global Business Unit (HSGBU) product lines. You will be working on complex problems, while balancing an increased workload in a fast-paced environment and working closely with the Development and Quality Assurance groups. It is essential you follow Oracle HSGBU procedures to ensure that all contractual support obligations are being met. Lastly, it is important to continually develop an increased knowledge of the Oracle HSGBU product lines and industry standards.

Under the direction of Management, you will address and resolve all software issues brought to our attention by the clients in a timely fashion. You will be responsible for managing more complex challenges escalated by the Tier I group. It will be your responsibility to facilitate a resolution to all escalated issues brought to your attention. You will also be involved in writing complex SQL queries, PL/SQL procedures.

As a Team Member, you will be responsible for working closely with our clients, providing customer advocate program, to develop custom solutions required to solve their technical and business problems. In addition, you may be asked to assist our Development groups with some maintenance level programming as well as QA activities.