Careers in Cloud and Database Technology

Middleware Consultant

Position Summary

This is a customer first, fast paced, dynamic and exciting work environment providing 24x7 delivery of critical customer computing services. The GOC MW Consultant role is within the Data Intensity 24x7 Global Operations Center (GOC). The GOC is an integral part of Data Intensity’s Global Operations and includes responsibilites for level 1/2 Database, Applications and System Administration, communication and escalation management and monitoring support. This position entails a wide variety of tasks and crosses technical disciplines. Shift work will be required. Will work closely with other delivery personnel and directly with customers.

Position Responsibilities

Provide routine day-to-day operational support, including but not limited to:

  •   Perform Middlware Administration tasks including incident resolution and request fulfilment
  •   Potential Middleware technologies include Weblogic, Oracle SOA Suite, Identity and Access Managament, Webcentre, Forms and Reports, Agile PLM
  •   Troubleshoot issues with the Weblogic servers and deployments
  •   Facilitate the proper escalation, communications, and management of customers’ critical tickets and issues
  •   Monitor Support mailbox and Dashboards
  •   Create tickets from phone calls and emails
  •   Initiate internal critical issue escalation processes (P0 and P1) when warranted
  •   Watch monitoring and other system dashboards and react per procedure to settings outside the normal accepted parameters
  •   Create and maintain daily operational reports
  •   Constantly progress toward learning more advanced database administration functions
  •   Responsible for providing all aspects of Middleware administration support during assigned shift within the context of an ITIL based ticketing tool
  •   Ticket tasks can include but are not limited to:
    •   Break fix, Account administration; AlwaysON; clustering, backups and recovery, audit reporting, Performance tuning as well as proactive environment health checks
  •   Review Work Queue, work in-take processes, execute work, task requests, and work any other requests from clients Shift Manager
  •   Help the Shift Manager with shift transition when coming on and exiting work shift activities
  •   Help the Shift and ‘On Duty Operations Managers (ODOMs)’ in resolving issues and customer escalations during the assigned shift
  •   Assist in the development and implementation of process, procedures and SOPs for GOC supported environments
  •   Customer communications – be it via the ticketing system, separate email, direct person to person phone interaction, as well as participation in conference calls and in some cases providing leadership of customer interaction in conference calls and other communications
  •   Perform System Administration tasks, including but not limited to:
    •   Initial trouble shooting & resolution of Operating System monitored alerts; up to and including basic monitored alerts (space, availability, etc.)
  •   Making recommendations for immediate and long-term resolution of issue
  •   Constantly progress toward learning more advanced system administration functions
  •   Complete all required ticket documentation; respond to tickets with expediency required to meet service level agreements
  •   Identify and report any process improvements that could provide additional efficiencies to the daily operation of the operations center
  •   Ability to work independently with a minimum of supervision , while maintaining high degree of quality and quantity work output
  •   Demonstrate customer service abilities that inspire trust and confidence in technical abilities
  •   Perform other related duties as assigned

Required Technical Experience

  •   Minimum 2 years work experience in Oracle Fusion Middleware Administration
  •   Excellent general IT troubleshooting skills
  •   Experience with ITIL based ticketing tools is an absolute must for this position
  •   ITIL foundation certified, or practical Application of ITIL Principles (Incident, Problem and Change Management)
  •   Experience with ServiceNow tool is a plus
  •   Experience of Performance Tuning Weblogic JVMs
  •   Experience in deploying applications and composites and troubleshooting deployment issues to Weblogic server
  •   Experience in patching Weblogic
  •   UNIX/Windows Scripting
  •   Knowledge of SOA architecture and components
  •   Knowledge of IDAM acrhitecture and components
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