Job Description

　　The Cloud Support Engineer will provide Customer Support for OCI’s restricted UK Public Sector realm. UK Government Security Clearance will be required for this position.

　　PRE-REQUISTES:

　　Please ensure you meet this criteria, prior to applying for this position:

　　UK National / British Citizen – candidate must hold a UK Passport.

　　UK Resident – candidate must reside in UK.

　　UK Government Security Clearance (this role will be subject to the candidate successfully obtaining SC Security Clearance).

　　Ability to work additional hours on top of your core hours, providing on-call support during evenings, weekends and public holidays on a regular on-call rota system. This is subject to the 24/7 support service requirements. You will receive additional payments to be on-call and for any time worked, with increased rates for weekends and public holidays.

　　Job Description:

　　Oracle Cloud Infrastructure (OCI) is building the next generation IaaS cloud service along with providing a world class enterprise cloud support experience. We are building a team of energetic, client facing customer support engineers. You’ll be part of a dynamic team that learns broadly how our cloud platform works so you can be the bridge between customers/partners, product engineering, technical operations, incident management, customer account management and cloud architects.

　　As part of the broader Engineering organization, you will act as the voice of the customer to influence product features and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform.

　　This role will support Oracle’s dedicated UK Government Realm.

　　Job Responsibilities:

　　Provides customer support, troubleshooting highly complex (Cloud/IaaS/PaaS/Database) technical problems requiring high level of technical expertise and attention to detail.

　　Works directly with customers to resolve technical issues via fastest options, tracking status updates via support ticketing tools. e.g. My Oracle Support (MOS) & JIRA.

　　Represents customer on highly sensitive and escalated issues and bridge calls.

　　Attends customer meetings to provide reporting and support status updates.

　　Consults with Customers on complex use of Oracle products.

　　Knowledge transfer through development and delivery of training, knowledge sessions, coaching and mentoring.

　　Creation and review of Knowledge Articles and Runbooks.

　　Analyses workload, determines best practices and implements changes to improve productivity.

　　Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities.

　　Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.

　　Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners teams.

　　Act as Customer advocate, ensuring the best customer experience at all times.

　　Lead team initiatives and goals.

　　Actively develop and mentor others.

　　Impact how support is structured and operates.

　　Define support processes and training.

　　Proactively drive best practices across the organization.

　　Participates in a shift rotation.

　　Requirements:

　　UK National, Resident with the ability to maintain a UK government security clearance.

　　Bachelor’s degree, in Computer Science, or equivalent work experience.

　　Client facing experience supporting enterprise customers.

　　Customer obsession, passion for delighting customers.

　　Experience in cloud technical support. e.g. OCI/AWS/Azure/GCP

　　Experience with Linux and system administration.

　　Proven ability to quickly learn new technical domains and then train others.

　　Great verbal and written communication skills.

　　Strong understanding of cloud concepts and platforms.

　　Attention to detail.

　　The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

　　We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer’s business critical applications.

　　Responsibilities

　　As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

　　About Us

　　An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

　　In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

　　Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

　　At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

　　That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

　　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