About the Job

A unique opportunity to join a rapidly growing world-class team to provide world-class support to our top-tier customers.   As part of the Oracle Cloud Command Center (OC3) Incident Management Team, you will be continually challenged and have an opportunity to contribute to the Oracle Cloud success every day, working closely with Infrastructure, Product and Development partners.

As an Incident Commander  you will own every incident and focus on applying standard operating procedures for each Oracle Top tier Customer individually or collectively to restore services. You will continue to work further to prevent the incidents and automate tasks to improve Operational efficiency.

As an Incident Commander you will own every Major Incident and your focus will primarily on availability of services for Customer business function with the drive towards mitigating the incident within the defined SLO’s. You will continue to have intimate knowledge of Customer business function and the agility in change activities.  Further you will engage required resources across Oracle , perform timely escalation when needed and record those events & incidents transactions with accurate data to maintain accountability with security & risk assessed on every incident.

The ideal candidate for this engaging and visible technical leadership role would have the experience of an Apps DBA along with the "wits of a systems and infrastructure whiz". The candidate must have a total 3 to 5 years of experience within IT industry out and it is expected to have at least 2+ years of database / middleware / systems administration experience and around  2+ years of experience in any one of the Oracle applications like EBS/PeopleSoft/Hyperion/FMW.  The candidate must have the ability to communicate complex issues both internally and externally to both technical and business audiences

 

What You'll Achieve

Champion Service reliability – You will be part of the Managed Cloud Services team who will foster constant service improvements and exceed expectations in every piece of delivery with reliability in cloud-based business services in association with Cloud Infrastructure team along with our service partners and Customers. Eliminate outage and Availability – You will apply proactive and extra care support actions to Oracle top tier Customers by performing periodic checks on various instrumentation clusters, direct SMEs with technical tasks, work closely with Customers to eliminate outages and maintain high service availability. Outage Restoration – You will be doing initial triage of Events & Incidents raised for Oracle top tier customers  by monitoring and do investigation on alerts raised and if needed will involve next level of team to deep dive and work towards the restoration. Prevention - Once you have expertly resolved an issue, you will immediately work on how to quickly resolve the problem next time, with the goal of eventually preventing the problem happening ever again Automation – You will have a clear understanding of automation and orchestration principles, and will be eager to automate, wherever and whenever the possibility arises, while simultaneously eliminating technical debt. Automation must be part of your DNA. Building valuable customer relationships - As you successfully navigate customer towards successful outage resolution you will build durable and high-quality relationships with the customer(s) for enhanced service delivery

 What You Need to Have

Hands-on experience in driving incidents and/or planned application or infrastructure activities in a large-scale HA enterprise solution according to MAA best practices Good understanding of Agile software development principles including using common tools such as JIRA and Confluence along with knowledge in handling ticketing systems like MOS/Remedy/ServiceNow Good understanding and appreciation of Oracle Cloud Infrastructure and Cloud native services 3+ year experience of running medium to large scale customer facing software services in incident and/or problem management function

What you Must Have:

BS or MS in Computer Science, or equivalent is a must. Managing and triaging tickets. Driving prioritization and execution of work based on impact. Passionate about Cloud, customer focused, have experience in incident management + problem management and thrive in a dynamic team culture. Experience of driving change within an organization, pushing through resistance and success in adopting new ways of working. Systematic problem-solving approach, strong communication skills, a sense of ownership and drive. Able to work unsupervised, independently and within a global team. Strong leadership skills to direct service teams during Major Incidents. Exceptional written and verbal communication skills with meticulous attention to detail. Willingness to work in shifts including on holidays and weekends. Shift timings will be in Pacific time including holidays and weekends.  Ability to follow standard engineering principles and Automation practices. Strong Technical background with an ability to troubleshoot issues impacting large scale service architectures and application stacks. They should be able to 'think on their feet' and be able to effectively analyze problems, so good troubleshooting skills with decent communication are the paramount. Knowledge on Production Support on any one or more applications preferably on Oracle EBS, Hyperion, People Soft, Fusion Middleware/SOA or any Oracle Cloud product handling experience. Resolving Managed Cloud Services customer incidents by identifying, analyzing and resolving technical problems related to Oracle software systems. Troubleshooting skills are the key for success in this role and position. Highly skilled in administering Oracle applications and databases on UNIX/Linux environments in both a single tier and multi-tier architecture. Strong understanding of Linux/Unix commands Capable of working in highly stressful situations Ability to multitask and assist team in troubleshooting escalated technical issues

 Around 3 years of experience performing large scale customer facing Incident Management + Problem Management roles is a MUST and working on P1 Infra support work with a solid understanding of:

Working knowledge of Cloud PaaS/SaaS/IaaS environments Strong working knowledge of Oracle database concepts like RDBMS architecture, ASM, Data Guard, RMAN. Highly skilled in administering Oracle applications and databases on UNIX/Linux environments in both a single tier and multi-tier architecture. Co-ordinate with Functional, Infrastructure, Product Support and client business unit, client technical and business leaders Self-starter, highly proficient in issue documentation Standard Internet services, such as DNS, HTTP, etc. Working knowledge of OCI architecture and components like LBAAS, VCN, Fast Connect, IPsec VPN, Block, Object, File Storage etc. Infrastructure Security and Compliance knowledge Database technologies: Oracle/MySQL preferred

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Career Level - IC3