Oracle Systems Analyst 5-Support in Sandy, Utah

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.

As a Senior Principal Systems Engineer, you are a guru, with strong expertise across the stack and tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Bachelors and Masters degree in Computer Science or Engineering (Advanced degree such as MBA and/or Ph.D. a plus) 10 years related experience prior to taking this position. In addition, extensive experience with Oracle*s core products, applications, and tools. Only proven top performing candidates of high integrity in previous job positions/grades are considered.

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's Advanced Customer Support Services (ACS), a global business unit within Oracle Support, focuses exclusively on facilitating the continual operational improvement of customers Oracle environment - throughout the lifecycle of their Oracle solution.

Solution Support Center Network Grade Services is a global delivery center within Oracle's ACS organization and operates with a goal to provide customer centric and mission critical services to telecommunication customers to help them streamline business operations, ensure high service and infrastructure availability and maximum return on investment on next generation, state-of-the-art Oracle product and solution. SSC Network Grade Services organization is made up of high skilled, energetic and dedicated engineers that are willing to go an extra mile to delight our customers.

The Service Delivery Engineer (SDE) is an expert member of the engineering team and is highly skilled in the domain technology, product and underlying stack. SDE is responsible for solving extremely complex, critical customer issues. The SDE acts in the role of a Subject Matter Expert and is sought by customers and Oracle employees to provide expert technical advice. The SDE is highly customer centric, demonstrates proactive approach and drives initiatives to delight customer and contribute to organization s growth. The SDE is result-oriented and performs the assigned duties with a high level of autonomy and commitment and provides period updates to management.

Job Responsibilities

  • Investigate and resolve highly complex and critical issues requiring expert technical knowledge

  • Act as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages (design, deployment, migration, implementation, upgrade, patching, go-live, etc)

  • Lead triage activities along with customer and internal stakeholders (engineering, product support, product management)

  • Root Cause Analysis and presentation

  • Establish resolution action plan (patch application, configuration changes, work-around) and assist customer in test and implementation

  • Work with the customer and internal stakeholders to establish, track and execute service delivery plans

  • Escalation Management Interface with customer and internal stakeholder to manage escalations and lead resolution

  • Research product technical, functional and domain technology related areas and conduct knowledge transfer sessions for internal stakeholders and customers

  • Manage SR queues and work with team members to jointly resolve issues

  • Perform assessments (functional, business process, technical, configuration, performance)

  • Contribute to after-hours support in a combination of shifts, on-call. (There are no regular night shifts)

  • Execute or provide stand-by assistance for maintenance window interventions


  • Engineering or Science graduate (B.E., M.E., MCA) or equivalent with strong academic credentials

  • Candidate should have minimum 4-8 years of strong experience in telecom domain ,Packet switch /Circuit switch based signaling architecture

  • Minimum 4-8 years hands-on Experience on one, more of AcmePacket SBCs, or any other SBC (NSN, Avaya, etc) and Tekelec/Oracle PCRF/UDR products.

  • Candidate should have of experience in one or more of telecommunication protocols (SIP, H323, MGCP, RTP/RTCP, TCP, UDP, and Diameter) Communications.

  • Experience on Oracle PCRF/DSR/UDR will be preferred.

  • The candidate should have solution deployment/support experience on PCRF, SGSN, GGSN, HSS products.

  • MySQL and CentOS experience will be preferred.

Skills Requirement

  • Demonstrated experience and knowledge of telecom domain, protocols and signaling architecture.

  • Must be familiar with LAN/WAN data networking architectures and routing protocols

  • Knowledge and Understanding of VOIP/IMS, SIP trunking architecture

  • Security (TLS, SRTP or IPSEC)

  • Excellent knowledge of SIP / IMS call flows (3WC, Voice Call, Media Server, Video Call, etc)

  • Demonstrated experience and knowledge on Tekelec/Oracle PCRF/SDM/DSR or any other PCRF/SDM/DSR and SGSN, GGSN, HSS products.

  • Good Knowledge and Understanding of PS network domains IMS, VoLTE, GPRS, EPC architecture and interfaces (Gx, Gy, Sy, Ro, Rf, Gxx, Sh, Sd, S9, S6a etc).

  • Demonstrated experience in telecom protocols (Diameter, Diameter Credit Control, SIP, CAP, MAP,SMPP,SIGTRAN, SNMP and SMPP)

  • Excellent knowledge of Call Flows (Data Sessions, Voice, SMS, VAS, VoLTE)

  • Strong experience in tracing (Wireshark) and testing tools (MGTS, Spirent, Seagull, SIPP)

  • Knowledge of scripting languages (e.g.: shell, Perl, Python), parsing tools

  • Strong analytical and troubleshooting skills

  • Demonstrated ability to coordinate the resolution of escalated issues

  • Excellent Communication and customer facing skills

Generic Requirements

  • Candidate should be self-motivated, flexible and energetic and willing to work in a dynamic environment

  • Candidate should be willing to work in a support/consultant role

  • Candidate should be willing to work after-hours through combination of shifts, on-call

  • Candidate should be willing to travel for short-term projects, meetings, workshops (25% maximum)

  • Candidate should have strong communication and inter-personal skills and should be a team player

As part of Oracle s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

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.

Job: *Support

Organization: *Oracle

Title: Systems Analyst 5-Support

Location: United States

Requisition ID: 180009DK