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. This involves planning, scheduling and performing Oracle Engineered Systems released patches including Oracle RDBMS, CRS and ASM as well as Oracle Enterprise Linux systems.  Working with a primary point of contact for customers, you are responsible for facilitating customer upgrades and patching within the customer requested timeframes.  

This role requires the Patch Coordinator to understand Customer’s system and database architecture and operations, and to provide accurate and timely planning for system and database patching and upgrade tasks. The goal is to achieve the highest possible customer satisfaction. Based upon strategic direction and initiatives, you must be able to deliver tactical results of agreed upon objectives.

The Patch Coordinator gives a “high-touch” support to Platinum customers to ensure a smooth service experience.  This is accomplished by:

serving as the primary high level technical contact for all customer issues training customers in the effective use of Oracle support managing the delivery of essential services and assessments meeting regularly with customers to understand criticality of the customer’s systems coordinating the resolution of specific customer requests by bringing the proper Oracle resources to bear

Career Level - IC3