Job Description

As a Oracle Technologies 2nd line Support analyst, your responsibilities will include:

• Provide 24x7 global (shift) support across all company entities
  
• Ensure support issues, Incident and Problem management are managed in a timely and efficient manner
  
• Coordination with various support teams, business and development teams in ensuring smooth requirements, implementation of Change,
  

Release and Production Support.

• Provide the 2nd Line support to the internal 'Request' system encompassing Oracle Identity Management, Oracle Identity Analytics
  
• Incident, Problem and Change management
  
• Ensuring issues are managed within agreed SLA/SLT
  
• Manage email, Hotline queries and ticketing systems i.e. ServiceNow
  
• Support and management of system outages, MIH Process, patch upgrades
  
• Liaison across business and users to resolve users support issues
  
• Problem escalation
  
• Efficient implementation of fulfilment function
  
• Perform trending & root cause analysis of issues
  
• Managing Change and Release
  
• Compliance to audit, regulatory and GIS Standards requirements
  
• Knowledge base maintenance
  
• Ad-hoc assignment for clean up activities post project implementation

Requirements

We expect you to posses:

• 1- 3 years of experience in IT and or Security with experience in providing Level 2/Level 3 applications and system support
  
• Strong MSSQL and Oracle database10g/11g
  
• Experience with Microsoft suite of productsExperience in working with Business and IT users across different levels to gather requirements
  

for support or implementation

• Strong analytic, incident management and problem management skill set
  
• Ability to work as a team player as well as independently
  
• Fast learner, adaptable to changes and high attention to details
  
• Ability to work under pressure
  
• Fluent English, both written and verbal
  

Beneficial requirements:

• Experience working within Financial Institution
  
• Experience with ITIL concept and best practices
  
• Good understanding of Identity Management solution Specifically towards Oracle suite of product
  
• Good understanding of Information Security standards
  
• Knowledge of alternate languages i.e. French, German, Spanish, Italian etc.
  
• ITILv3 certified
  
• MCSE certified
  
• Oracle Identity Management (OIM)
  
• Oracle Identity Analytics (OIA)

Company offers