Technical Analyst 3-Support

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., * Quickly assess emergency technical issues at hand and their impact on operations

• Own a web conference bridge call to page out and drive major incidents toward resolution
• Prioritize work queue based on severity and urgency balanced with customer and business needs
• Resolve emergency issues on client systems, both preventatively and reactively, through implementing live fixes
• Maintain detailed logs of technical investigations, communication with other teams, and resolutions for future reference and compliance audits
• Work closely with other departments to ensure a coordinated response to urgent technical issues affecting clients, both preventatively and reactively
• Lead cross-team collaboration for active emergency technical issues, ensuring all relevant stakeholders are involved in live discussions and decision-making
• Provide clear and timely updates on technical investigations through live documentation, phone call discussions, email, and/or page-out broadcasts
• Assist in coordinating the development and implementation of action plans that provide urgent fixes to client-facing issues
• Keep detailed records of the discussions, decisions made, and actions taken during the emergency fix process.
• Mentor and train teammates to upskill and build on a high performing organization

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

• U.S. Citizenship on U.S. soil is required
• Must have the ability to obtain and maintain federal security clearance necessary for this role which requires being a US citizen
• At least 5-7 years total combined completed higher education and/or related work experience including: 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 either M-F 8-5 (Core Hours) or 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, * Experience providing phone based customer/technical support and escalation management
• At least 3+ years experience with Application Support
• Use of ticket logging system - Remedy, ServiceNow, Jira etc.
• Working Knowledge and hands on experience with Linux (command-line) and SQL

US: Hiring Range in USD from $24.95 to $63.65 per hour; from: $51,900 to $132,400 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC3

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