Jobs at Oracle in United States

Job Profile

The Support Analyst is a critical role responsible for providing Level 1 and Level 2 support across all company locations. This role demands a thorough understanding of technical systems and end-user support to ensure the continuous operation and functionality of our proprietary applications. The ideal candidate will collaborate actively with IT Technicians, DevOps/SysOps, Software Developers, IT Infrastructure Specialists, product managers, and IT Management. Key responsibilities include optimizing support procedures, maintaining knowledge base articles, and reporting to the Senior Manager – Global Application Support, under the guidance of the Application Support Squad Lead.

Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.

1. Application Support

• Provide proactive and reactive technical support, troubleshooting, issue resolution, and root cause analysis with an emphasis on deep investigation into complex issues through system and workflow analysis.
• Monitor application performance to ensure system stability and anticipate potential issues before they affect operations.
• Collaborate with development teams on technical issues to ensure quick resolutions and minimal operational disruptions.
• Identify opportunities for automation and address them according to internal procedures.
• Participate in on-call rotations to ensure business coverage outside of regular hours.

1. User Assistance

• Act as the primary contact for end-users, offering training, support, and guidance on application use and best practices.
• Manage support tickets efficiently, addressing user inquiries and issues promptly, and documenting solutions to promote self-service and knowledge sharing.

1. Technical Proficiency

• Maintain a comprehensive understanding of application architecture, functionality, and integration to troubleshoot issues effectively.
• Utilize SQL and scripting skills to manage databases, support queries, and generate reports.

1. Process Improvements

• Contribute to projects aimed at enhancing support team efficiency and scalability through strategic improvements.
• Provide Level 1/2 support for Vista Global's IT Ticket system, including incident and problem management.
• Maintain a customer-focused approach to resolving technical issues.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 2-5 years of experience in an Application Support role, especially in environments requiring problem-solving and issue resolution.
• Strong SQL skills and familiarity with database management systems like Oracle, SQL Server, and MySQL.
• Experience with cloud platforms (AWS, Azure) and monitoring tools (Datadog, Grafana, Kibana).
• Proficiency in Incident and Problem Management.
• Extensive experience with Ticketing Management systems for support ticket handling and prioritization.
• Programming skills in Java or Python.
• Experience with testing frameworks such as Cucumber or Selenium.
• Knowledge of operating systems including Windows, Linux, and macOS.