Major Incident Scribe/Commander

Join a rapidly growing world-class team to provide world-class support to top-tier customers as an Incident Scribe/Commander. Capture significant information about incidents, work with major incident commanders, and contribute to Oracle Cloud success every day.

Requirements

• Hands-on experience in documenting major 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 working knowledge of Oracle Cloud Infrastructure and Cloud native services.
• 1+ year experience of running medium to large scale customer facing software services in incident and/or problem management function.
• 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 documentation skills to document 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 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.
• Working knowledge of 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 2 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
• Working knowledge of Oracle database concepts like RDBMS architecture, ASM, Data Guard, RMAN.
• Working knowledge about 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

Benefits

• A highly competitive suite of employee benefits
• Flexible medical, life insurance and retirement options
• Volunteer programs
• Work-life balance flourishes