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SQL/Oracle Administrator Merced Systems
THIS JOB HAS EXPIRED
NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time.Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
NICE?s offerings for the enterprise and security sectors serve three main needs: improving business performance, decreasing financial risk, and enhancing safety and security. NICE solutions capture interactions, transactions and video surveillance from multiple sources, including telephones, CCTV video feed, emergency services radio communications, emails, chat, social media, and more. They provide valuable insight about the business or security situation by applying real-time, cross-channel analytics to realize the intent of customers, criminals and terrorists, or fraudsters, to enable proactive response for real-time impact. NICE delivers tailored solutions for financial firms, contact centers, back office operations and sales and marketing departments. Our solutions capture, analyze and impact customer interactions and transactions in real time, and across all customer touch points, enabling organizations to comply with regulations, optimize operations, boost customer experience, and drive revenue growth.
The primary responsibility of the Tier 3 Support Engineer is to isolate/resolve complex Performance Management product issues. This will require that the individual have the ability to work with other Support Tiers and the Customer to quickly isolate the escalated issue and provide next steps to resolve the issue. This position also requires the ability to work directly with the development team to verify potential product defects and deliver temporary/permanent product fixes. Scripting skills is required to help streamline patch delivery or maintain interim solutions to maintenance requirements. Strong relational database experience preferred to ensure effective management of our customer?s DB environment is maintained. Tier 3 Support is also responsible for providing mentoring and training to the other tier groups. Tier 3 personnel are required to be on call after hours as needed to support our customer?s maintenance requirements. Tier 3 personnel are also required to perform some travel to customer locations to assist in higher priority issues.
Education:
College degree with 3-yrs+ experience in technical customer service, preferably in the telecommunications or related industry. Must possess excellent communication and interpersonal skills and in-depth technical knowledge of Oracle Database management and troubleshooting in JAVA application related environments. Must be organized and timely and able to remain focused and calm in pressure situations.
Requirements:
? Exceptional troubleshooting and problem solving skills are required.
? English language proficiency: Spanish or Portuguese an asset.
? Thorough experience and understanding of the Windows Operating Systems (95/98/NT/2000/2003/2008/7) installation and configuration - particularly how to setup windows networking.
? MCSE certification an asset.
? Strong understanding of Oracle and Database structure.
Packages, Stored procedures, triggers, functions , Sequences? (debugging and troubleshooting)
Tablespaces/partitioning ? understanding how Oracle stores data
Advanced SQL Skills
Performance Tuning (Indexing, Statistics, Oracle CBO, etc)
? Strong understanding of Java and based applications
Startup and application deployment process
Log files ? parsing for info/errors
? Networking: good working knowledge of IPX and TCP/IP addressing and configuration, Ethernet and Token Ring networks, hubs and routers.
? Additional Troubleshooting Skills
Flat files, XML ? understanding/troubleshooting validation issues
Regular expressions ? pattern matching
Windows (or unix/linux) command line utilities, Debugging Windows shell scripts
Basic knowledge of the following protocols, services, and languages ? TCP/IP, NETBios, SMTP, IIS, FTP, JavaScript, Perl, Python
Ability to quickly learn to use new software tools
? Working trouble tickets by identifying or confirming customer?s administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs); Exploring and/or isolating hardware issues with Tier I CSE?s. Prioritize criticality of case.
? Download and interpret log files; research and determine the level of code and which files are affected.
? Recommend service packs & hot fixes then load if needed.
? Mentor Tier I/II CSE?s.
? Manage customer relationships ? may require being a dedicated resource for high level customers.
? Provide ?On-Call? after hour?s technical support for western hemisphere.
? Resolve issues escalated by team members.
? Participate on customer escalation CC.
? Drive Root/cause/analysis from each case / fault.
| Location: | Richardson, TX United States |
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THIS JOB HAS EXPIRED
Merced Systems
Investors: Sutter Hill VenturesAll Jobs: at Merced Systems
| Web Site: | www.mercedsystems.com |
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| Headquarters: | 333 Twin Dolphin Drive Suite 500 Redwood City, CA 94065 United States |
| Industry: | Software |
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