Technical Support Specialist III - Oracle Support Cloud

Overview

Technical Support Specialist III supporting Oracle Cloud Infrastructure services to ensure stable and well-performing systems that meet business demand.

What you'll do

• Proactively engage with Key Business Users to receive feedback, gauge satisfaction with systems and integrations, and address issues or concerns.
• Collaborate with Global System Integrations leads and project teams to ensure the availability, reliability, and performance of Oracle database and Middleware systems.
• Collaborate with the GEA Team to deliver efficient and well-run processes.
• Support and maintain various front-end web applications and back-end processes according to SLAs.
• Triage and resolve L1 incidents and service requests; escalate to L2/L3 with clear diagnostics and replication steps.
• Understand basics of authentication requirements, check logs, pull details from users, and diagnose causality of issues.
• Investigate, prioritize, and respond to incidents, service requests, and production support tickets in accordance with established SLAs.
• Collaborate with the team on detailed Root Cause Analysis (RCA) for recurring incidents and problem tickets.
• Actively participate in KT sessions and cross-training to eliminate single points of failure, strengthen team resiliency, and build broader support capabilities across the organization.
• Identify, recommend, and implement automation and process improvement opportunities that enhance operational efficiency, service quality, monitoring capabilities, and overall support effectiveness.
• Maintain stable and reliable enterprise solution services.
• Ensure compliance with security, privacy, and change management policies.
• Support release management and CAB processes.
• Share inputs for automation and process optimization.
• Foster knowledge sharing and team development.

What you'll need

• Minimum of 3–5 years' experience supporting infrastructure, at least 2 of which with Oracle Cloud Application services and relevant technologies such as APEX, SQL/PLSQL, and Database.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to diagnose issues across multiple systems and technologies.
• Experience working in a global, multi-vendor, and cross-functional support environment with strong customer service and stakeholder engagement skills.
• Primary skills: Oracle and Microsoft Databases; Oracle APEX; SQL/PLSQL including ORDS; OCI.

Nice to have

• Valuable skills: OCI, Oracle APEX, SQL/PLSQL, ORDS API, IAM domains.
• Secondary skills: Python; Oracle Fusion; Bash scripting; Kubernetes; Azure; IIS; SQL Server; SSIS; SSRS; PowerShell.

Details

• Location: Makati, Metro Manila, Philippines.