Purpose

As a Service Reliability Developer (SRD), you will be focused on improving service reliability through automation, increasing performance and operability of Oracle Cloud Services through smart, scalable, repeatable solutions, and driving innovation back through the software development lifecycle.

You will have your hand on the pulse of the service and will play a key role in troubleshooting and resolving service issues.

You will create future automation and tooling that will allow us to continuously improve our service.

Your role in driving improvements in availability, effort and velocity will delight our customers while reducing costs of operations.

Description   

We are looking for a Service Reliability Developer (SRD) who will ensure the availability and resiliency of our Cloud services 24x7x365. The ideal candidate will always have a pulse on the Oracle’s SaaS services and be directly accountable for the troubleshooting and resolution of service issues while continuously developing solutions to improve telemetry and automation.

Your goal is to improve availability by reducing time to mitigate through software development, ensure we are measuring the right things, and automating tasks that impact development velocity, availability or productivity.

You will leverage excellence in communication, technical/business analysis, problem solving and attention to detail to methodically resolve issues.  Technically, you will understand the full stack of the services you support (Network to Application) and are able to dig deep into the service to determine how to best mitigate customer impact.

Further, you will drive improvements through the development of solutions and engage partner teams to drive down incident counts, reduce severity of events and minimize Time to Mitigate. You will help create a “Site Up” culture across all Oracle Cloud teams.

We look to the SRD to continually review and enhance systems, methods, and applications to enable the delivery of a positive customer experience to highly acclaimed hosted SaaS products.

As a member of the Oracle Cloud Service Centre team, you will be surrounded by “willing to help” individuals representing some of the brightest and most innovative minds in the industry. You will be a part of an organization that prides itself on providing training, empowerment, and career progression.

Responsibilities

Automate the process of proactive service checks and enhance smart monitor/triage tools that span automated machine response, system/application alerts, E-mails, and phone calls to ensure appropriate priority and response.

Gather data from service impacting events from multiple signals, including phone, E-mail, service telemetry, and alerting to build predictive models and automatic actions.

Communicate with professionalism and precision to internal and external customers during high priority situations.

Identify and work with engineering to implement opportunities for automation, signal-to-noise reduction, recurring issues, and other actions to reduce time to mitigate service impacting events and increase the productivity of Cloud Operations and Development resources.

Manage the coordination, documentation and tracking of critical incidents ensuring rapid and complete issue resolution and appropriate closed loop to customers and other key stakeholders.

Work upstream with Service Operations and Development to develop and maintain standard operator procedures and troubleshooting guides that improve time to mitigate.

Participate in project delivery aimed at increasing capabilities around monitoring, notification, configuration and deployment of servers and applications within the Oracle Cloud Platform.

Knowledge, Skills, Abilities, and Background

Able to work as part of on call operations team.

University degree (or minimum College diploma) in the field of computer science or equivalent or 5+ years equivalent work experience in infrastructure, systems, engineering or development environment.

Excellence in verbal and written communication. Ability to communicate with all levels during critical events.

Strong Technical background with an ability to troubleshoot issues impacting large scale service architectures and application stacks.

Demonstrable experience in one or more scripting/programming languages:  Powershell, Python, Perl, PHP, etc.

Familiarity with TCP/IP protocols, firewall management, and database administration.

Experience installing, configuring, and maintaining Linux, Linux services, and Linux networking.

Configuration and maintenance of applications such as Apache, Memcached, Squid, MySQL, NFS, DHCP, NTP, SSH, DNS, and SNMP.

Excellent knowledge of JIRA, Confluence.

Good interpersonal skills with ability to present ideas in business-friendly and user-friendly language. Team oriented.

Highly self motivated and directed with keen attention to detail.

Proven analytical and problem-solving skills with strong customer service orientation.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Detailed Description and Job Requirements

Solve complex problems related to infrastructure cloud services and build automation to prevent problem recurrence. Design, write, and deploy software to improve the availability, scalability, and efficiency of Oracle products and services. Design and develop designs, architectures, standards, and methods for large-scale distributed systems. Facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning.

Work with Site Reliability Engineering (SRE) team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioral characteristics of production services. Responsible for the design and delivery of the mission critical stack, with focus on security, resiliency, scale, and performance. Authority for end-to-end performance and operability. Partner with development teams in defining and implementing improvements in service architecture. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as ultimate escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Utilize a deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations. Understand and explain the affect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies.

A BS or MS in Computer Science, or equivalent. Identifies and implements complex solutions to knowledge of server hardware and software configuration, networking, standard internet services, scripting languages, cloud computing patterns, technology security and compliance. Experience running large scale customer facing web services. Identifies and implements complex solutions to understanding of load balancing technologies and experience with development in programming languages, databases and big data stores, and container technologies. Work involves defining and documenting technical architecture of complex and highly scalable products. A minimum of 8+ years experience of running large scale customer facing web services.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Career Level - IC4