Job Description

About Customer Success Services

CSS(Customer Success Services) plays a critical role in delivering and supporting best-of-breed Cloud Solutions to Oracle Customers on the next-generation Cloud Infrastructure.

Oracle Cloud Infrastructure (OCI) is leading the transformation to cloud-native infrastructure in our hyper-scale, multi-tenant cloud, deployed in more than 23 regions worldwide now. OCI is committed to providing the best in cloud services that meet the needs of our customers, who are tackling some of the world's biggest challenges.

Oracle delivers AI built for business, helping you make better decisions faster and empowering your workforce to work more effectively. With classic and generative AI embedded in Oracle Fusion Cloud Applications customers can instantly access AI outcomes wherever they’re needed—without leaving the software environment they use every day to power their business.

Our team provides 24/7/365, follow-the-sun coverage while pushing the boundaries of what can be accomplished in the cloud. Advancing cloud computing means great growth opportunities, and highly rewarding experiences working in our expanding computing environments and DevOps teams.

About the Job

A unique opportunity to join a rapidly growing world-class team to engineer cutting edge Oracle Cloud technologies and infrastructure that make up the Oracle Cloud solutions. As part of the Incident Management Team, you will be continually challenged and have an opportunity to contribute to the Oracle Cloud success every day, working closely Infrastructure, Product, and the Development partners.

The primary function of an Incident Commander is to direct Subject Matter Experts (SMEs) and Service(s) Leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders, CSS Customers and end users updated.

Incident Commanders are also responsible for building and evolving the practice of Incident Management across OCI, using Post Incident Reviews, developing processes, framework and systems to leverage and Continual Service Improvements globally and mainly work with CSS Command Center Team

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 would be expected to have at least 8 to 12 years of database administration experience and around 3 to 4 years of experience in any one of the Oracle applications like (EBS/PeopleSoft/Hyperion/FMW).

What You'll Achieve

Champion Service reliability and prevention – You will be part of the Cloud Infrastructure team, whose mission is to improve the efficiency of hosting operations and cloud-based business services, in partnership with our service partners.

Outage Resolution – You will be doing initial triage of Events Incidents raised in the monitoring and do investigation on alert raised and if need will involve next level of team to deep dive and working towards the resolution.

Prevention - Once you have expertly resolved an issue, you will immediately work on how to resolve the problem next time more quickly, with the goal to eventually prevent the problem happening ever again.

What you will need to be successful:

Cloud Infrastructure Engineers who also deliver the role of Incident Commanders are a rare mix of Sysadmins and Application knowledge engineers, have the ability to understand and explain the effect of a complex architecture decisions. You are driven by professional curiosity and a desire to develop a deep understanding of the services and the technologies they depend upon. You are passionate about automation and can demonstrate practical knowledge of various aspects of distributed service design, including messaging protocols, caching strategies, persistence technologies, and queuing.

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 done 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 24x7 shifts including on holidays and weekends.

Ability to follow standard engineering principles using agile development methodology and Automation practices.

Co-ordinate with Functional, Infrastructure, Product Support, and client’s business units

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.

Resolving Oracle Cloud Services customer outages by identifying, analyzing, and resolving technical problems related to Oracle software systems. Troubleshooting skills are the key for success in this role and position.

Around 8 years of experience running large scale customer facing Incident Management + Problem Management roles is a MUST and working on P1 Infra support work with a solid understanding of:

Incident Management and Service Desk tools like Confluence, Jira, ServiceNow, Remedy and other Ticketing Tools

Strong working knowledge of Oracle database and concepts like Clustering, 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.

Working knowledge of OCI architecture and components like LBaaS, VCN, Hypervisors etc.,

Infrastructure Security and Compliance knowledge

Database technologies: Oracle/MySQL is a must

Production Support on any one or more applications preferably on Oracle EBS, Hyperion, PeopleSoft, Fusion Middleware/SOA or any Oracle Cloud product handling experience is a must.

Experience in Monitoring and Observability pipeline tools (Nagios / Fluentd / Prometheous, Grafana, ELK, Datadog / Splunk / Kafka skills) would be an added advantage.

Experience on OCI along with other Cloud providers including AWS, IBM and/or GCP would be an added advantage.

Knowledge of cloud like OCI, Public Cloud with SaaS, PaaS Services and/or related technology.

Knowledge in SaaS and PaaS integrations, Oracle Machine Learning, and Oracle DB 23ai.

Exposure to Machine Learning Algorithms and Generative AI is a plus.

Experience solutioning/developing of Artificial Intelligence (AI) solutions/integrations.

Experience with containers and container orchestration technologies (Kubernetes, Docker).

Conduct technical assessments and feasibility studies for new AI initiatives and integrations.

Stay current with industry trends, emerging technologies, and AI advancements to drive continuous improvement.

8-12 years of experience relevant to this position.

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, age, or any other characteristic protected by law.

Career Level - IC4

Responsibilities

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer