ESSENTIAL DUTIES AND RESPONSIBILITIES: Ensure that customers’ specific problems and requests are addressed timely Embed customer requirements into the service management processes i.e. change, problem, request, & incident management Understand the technological changes in the customer landscape and ensure alignment throughout the GDU. Drive systemic service problems hand in hand with customers towards long term solutions. Take part in customer/team meetings, presenting issues and solutions, maintain issues lists and promptly address/follow-up the items on the lists Mediate issues between customer, company and other service providers Provide technical advice and guidance in the request and effective use of company supported infrastructure and provided services. OTHER DUTIES AND RESPONSIBILITIES: Assist and coordinate in Oracle RAC issues, projects and changes Answer complex level questions specific to a landscape Assistance with local hardware impact resolution Assistance with office system moves and setup Coordinate and execute technical activities as needed for servers 24x7 on-call provided with sufficient staff Technical support and consultation Assist customer with installation of specific hardware, software or libraries not supported globally by company {legacy dedicated special and specific in nature} On-Site presence at customer's location during planned go-lives Personal one-on-one training as needed to maintain proper use and functionality Provide legacy support not included in central GDU services Management of storage used by customer Assist with incident resolution and escalation Regular, predictable attendance. Other duties as assigned. Provide specialized support in the event of business BCP/DR and/or high-impact outages. Actively seek improvement opportunities for processes and tools within GDM and GDU, across regions, and globally. Contribute to new service provisioning and server support on-boarding process. Participate in the scoping of all GDU related projects Execution of small customer projects. QUALIFICATIONS: Meeting all the listed qualifications is not required. At least 5+ years experience in operating in Technical Infrastructure services or similar technologies. Must have a thorough understand of the IT landscapes and structures. 2 years OracleRAC experience in Linux environment 5 years Oracle DBMS experience Solid understanding of underlying server/system technologies UNIX/Linux server Knowledge on NetApp clusters & metro clusters Storage environments NAS/SAN Wintel and/or UNIX based application hosting environments Portal technologies System security and administration skills Shell scripting experience: Bourne, Korn, Perl, etc. Unix security knowledge Storage, backup and recovery Ability to operate stringent change management regimes Experience with networking: TCP/IP, Ethernet, etc. Knowledge of NFS, and DNS, AD SAP infrastructure knowledge Service management processes EDUCATION: Minimum BA/BS degree or equivalent experience Excellent communication skills International experience is a plus Negotiation skills For the quickest response, please include the Job ID (12062803) in your cover letter and submit your resume as a WORD document to: resumes@sirco-associates.com