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Oracle Apps DBA - Tier 1

Location Hyderabad, India
Posted 24-August-2021
Provide 24x7x365 DBA support
To be the first point of contact for customers trying to reach Datavail Global Technical Support team via email/phone/SN ticket
Make sure that all ticket related activities are performed through SN
Assist Datavail customers to log a ticket in Service-Now for their support request to achieve higher customer satisfaction/delight
Reviewing of tickets for completeness. (Category / Priority and Description)
To assist organization in achieve 25 PERCENTof FCR of the overall ticket volume
To communicate with On Call Datavail DBA/customers as per Datavail customer communication and escalation protocol
To ensure all tickets are acknowledged in time as per the defined SLAs priority in order to meet MTTA (Mean Time To Acknowledge)
To ensure that no ticket is part of the unassigned queue.
To work closely with the Shift Leads/Manager ensuring tickets are assigned appropriately & responded to within SLAs
To coordinate with customers & Tier2/Tier3 DBA for planned downtimes/scheduled activities with appropriate outlook reminder including Primary DBA
To ensure there is a supporting ticket in SN for every issue being worked on by the Datavail Global Technical Support team
Always escalate production down situation (P1) to Shift lead/Tier 3/Manager on high priority
To monitor customer production/development environments using various monitoring tools.
Should perform all scheduled/ unscheduled tasks that are assigned by a Shift Lead/Manager for a Tier 1 DBA. In case there is any issue or understanding gap while performing a task then the immediate manager / tier 2 should be consulted with.

Knowledge of DBMS & RDBMS.
Knowledge of Oracle database administration.
Knowledge of PLSQL is a plus.

Skills and Experience:
1years of IT experience as an Oracle DBA.
Good analytical and problem-solving abilities.
Good communication skills.
Knowledge of Excel, PowerPoint and Word.
Exposure in any ticketing system is a plus

The successful candidate will possess the following attributes:
Interpersonal skills - ability to build strong relationships with internal team members and to work across the organization to achieve results.
Professional communication skills - Ability to work effectively with mid and senior level contacts face to face, electronically and over the phone.
IntegrityWords and actions are always consistent and behavior is always in accordance with highest ethical standards.
Customer focusResponsive, service oriented and attuned to customer needs.
Technical acumenAbility to grasp technical concepts and establish credibility with technical contacts.
Process orientationAbility to follow defined processes and work on the specified guidelines.
Min 1 to 4 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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