Senior Principal Database Support Analyst

Systems Analyst 5-Support

IC5 – Senior Principal Support Leader (Database)

Organization: Oracle Customer Support Services (CSS)
Role Type: Individual Contributor (Senior Technical Leadership Track)

 

Role Summary

IC5 is a senior technical authority role responsible for resolving complex, mission-critical database issues for strategic customers. This level operates as a deep subject matter expert (SME), leads high-severity escalations, influences architecture discussions, and mentors lower-level engineers (IC2–IC4).

This is not a managerial role but carries strong technical leadership expectations.

 

Key Responsibilities

1. Advanced Technical Support

• Own resolution of Sev1 / business-critical database incidents.
• Diagnose and resolve complex issues involving:
  • Oracle RDBMS internals
  • RAC, Data Guard, ASM
  • Performance tuning (AWR/ASH analysis)
  • Backup & recovery (RMAN)
  • Exadata environments (if applicable)
• Conduct root cause analysis (RCA) and provide preventive recommendations.

2. Escalation Management

• Act as technical escalation point across regions.
• Interface with Development, Sustaining Engineering, and Product Management.
• Lead bridge calls during production outages.
• Ensure customer communication is technically precise and confidence-building.

3. Proactive & Preventive Services

• Perform health checks and architectural reviews.
• Identify systemic risks and performance bottlenecks.
• Recommend optimization strategies for HA/DR environments.
• Contribute to proactive service offerings (e.g., MAA best practices).

4. Knowledge Leadership

• Mentor IC2–IC4 engineers.
• Contribute to internal knowledge base and solution repositories.
• Deliver internal technical enablement sessions.
• Drive technical standardization across support teams.

5. Strategic Customer Engagement

• Support large enterprise / BFSI / telecom accounts.
• Participate in QBRs and technical review meetings.
• Provide advisory input on upgrades, patching, and migrations.
• Build credibility as a trusted technical advisor.

 

Required Technical Expertise

• 10–15+ years of Oracle Database experience.
• Strong knowledge of:
  • Oracle 11g / 12c / 19c / 21c
  • RAC architecture and troubleshooting
  • Data Guard configuration and failover scenarios
  • Performance diagnostics using AWR, ASH, ADDM
  • OS-level diagnostics (Linux/Unix)
  • Shell scripting
• Exposure to:
  • Exadata (preferred)
  • Cloud (OCI database services)
  • Enterprise backup tools
  • Middleware integration (optional)

 

Behavioral Expectations at IC5 Level

• Operates independently with minimal supervision.
• Demonstrates executive-level communication skills.
• Maintains composure under high-pressure outages.
• Makes technically sound decisions with business impact awareness.
• Influences without formal authority.

 

Performance Indicators

• Sev1 resolution quality and timeliness.
• Customer satisfaction (CSAT) on strategic accounts.
• Technical contribution to cross-team escalations.
• Mentorship impact.
• Knowledge artifacts created (whitepapers, notes, solutions).

 

Career Positioning

IC5 is considered:

• A technical equivalent of a senior manager level, without people management.
• A feeder role for:
  • IC6 / Distinguished Engineer track
  • Consulting Architect roles
  • Strategic Account Technical Lead positions

IC5 – Senior Principal Support Leader (Database)

Organization: Oracle Customer Support Services (CSS)
Role Type: Individual Contributor (Senior Technical Leadership Track)

 

Role Summary

IC5 is a senior technical authority role responsible for resolving complex, mission-critical database issues for strategic customers. This level operates as a deep subject matter expert (SME), leads high-severity escalations, influences architecture discussions, and mentors lower-level engineers (IC2–IC4).

This is not a managerial role but carries strong technical leadership expectations.

 

Key Responsibilities

1. Advanced Technical Support

• Own resolution of Sev1 / business-critical database incidents.
• Diagnose and resolve complex issues involving:
  • Oracle RDBMS internals
  • RAC, Data Guard, ASM
  • Performance tuning (AWR/ASH analysis)
  • Backup & recovery (RMAN)
  • Exadata environments (if applicable)
• Conduct root cause analysis (RCA) and provide preventive recommendations.

2. Escalation Management

• Act as technical escalation point across regions.
• Interface with Development, Sustaining Engineering, and Product Management.
• Lead bridge calls during production outages.
• Ensure customer communication is technically precise and confidence-building.

3. Proactive & Preventive Services

• Perform health checks and architectural reviews.
• Identify systemic risks and performance bottlenecks.
• Recommend optimization strategies for HA/DR environments.
• Contribute to proactive service offerings (e.g., MAA best practices).

4. Knowledge Leadership

• Mentor IC2–IC4 engineers.
• Contribute to internal knowledge base and solution repositories.
• Deliver internal technical enablement sessions.
• Drive technical standardization across support teams.

5. Strategic Customer Engagement

• Support large enterprise / BFSI / telecom accounts.
• Participate in QBRs and technical review meetings.
• Provide advisory input on upgrades, patching, and migrations.
• Build credibility as a trusted technical advisor.

 

Required Technical Expertise

• 10–15+ years of Oracle Database experience.
• Strong knowledge of:
  • Oracle 11g / 12c / 19c / 21c
  • RAC architecture and troubleshooting
  • Data Guard configuration and failover scenarios
  • Performance diagnostics using AWR, ASH, ADDM
  • OS-level diagnostics (Linux/Unix)
  • Shell scripting
• Exposure to:
  • Exadata (preferred)
  • Cloud (OCI database services)
  • Enterprise backup tools
  • Middleware integration (optional)

 

Behavioral Expectations at IC5 Level

• Operates independently with minimal supervision.
• Demonstrates executive-level communication skills.
• Maintains composure under high-pressure outages.
• Makes technically sound decisions with business impact awareness.
• Influences without formal authority.

 

Performance Indicators

• Sev1 resolution quality and timeliness.
• Customer satisfaction (CSAT) on strategic accounts.
• Technical contribution to cross-team escalations.
• Mentorship impact.
• Knowledge artifacts created (whitepapers, notes, solutions).

 

Career Positioning

IC5 is considered:

• A technical equivalent of a senior manager level, without people management.
• A feeder role for:
  • IC6 / Distinguished Engineer track
  • Consulting Architect roles
  • Strategic Account Technical Lead positions

Career Level - IC5

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Experience Level

Senior Level