Junior Oracle Apps DBA

Title: Junior Database Administrator

Location: Hyderabad

Education: Bachelor’s Degree

Job Description:

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 the organization in achieving 25% of 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 SLA's 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.

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.

• Integrity - Words and actions are always consistent, and behavior is always in accordance with highest ethical standards.

• Customer focus - Responsive, service oriented and attuned to customer needs.

• Technical acumen - Ability to grasp technical concepts and establish credibility with technical contacts.

• Process orientation - Ability to follow defined processes and work on the specified guidelines.