Software Engineer integrating hardware features into core platforms at Red Hat. Collaborates with teams to ensure seamless operations between hardware and software.
About the role
- Application Support Analyst providing support for Oracle Customer Cloud Service applications. Influencing core systems impacting customer satisfaction and operational success in a hybrid role.
Responsibilities
- Provide Level 1 & 2 support for Oracle CCS applications and related systems.
- Troubleshoot and resolve application issues, including root cause analysis.
- Monitor system performance and proactively resolve issues and address potential problems.
- Deliver training and ongoing support to team members.
- Triage and resolve software support and data processing issues.
- Manage incidents, service requests and problem resolution using ITSM tools.
- Perform root cause analysis and implement preventive measures.
- Collaborate with Oracle support and internal teams for escalations.
- Support deployment of patches, updates, and new releases.
- Ensure compliance with ITIL processes and organisational standards and with ITSM controls for all production changes.
- Drive automation and process optimisation for application support.
- Maintain documentation, Standard Operating Procedures (SOPs), troubleshooting guides and knowledge base articles.
- Act as a liaison between technical teams and business stakeholders.
- Provide exemplary customer service and manage client relationships.
Requirements
- Thorough understanding of Oracle Customer Cloud Service architecture.
- Exposure to SQL, Oracle Database and cloud technologies.
- Familiarity with APIs, web services and integration tools.
- Understanding of ITIL processes (Incident, Problem, Change Management).
- Preferably educated to degree level in Computer Science, Information Technology or related field.
- Experience in application support for Oracle cloud solutions.
- Oracle Certified Professional (OCP) / Oracle CX Cloud Certification.
- ITIL Foundation Certification.
Benefits
- Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield.
- A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
- A range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
- Disability Confident.
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