Major Incident Scribe/Commander

Join a rapidly growing world-class team to provide world-class support to top-tier customers. Work closely with Infrastructure, Product, and Development partners to 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
• 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
• 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
• 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

• Flexible medical, life insurance and retirement options
• Volunteer programs