Major Incident Scribe/Commander

México
Permanente
Tiempo completo

Hace 9 días

Job Category: SupportJob Description:A unique opportunity to join a rapidly growing world-class team to provide world-class support to our top-tier customers. As part of the Oracle Cloud Command Center (OC3) Incident Management Team, you will be continually challenged and have an opportunity to contribute to the Oracle Cloud success every day, working closely with Infrastructure, Product and Development partners.As an Incident Scribe /Commander you will work with major incident commander and focus on capturing all significant information about the incident as it unfolds, including the initial problem description, impacted systems, affected users, escalation points, and timestamps. Your focus will primarily be on availability of services for Customer business function with the drive towards mitigating the incident within the defined SLO's. You will continue to have intimate knowledge of Customer business function and the agility in change activities. If needed you will help incident commander engage required resources across Oracle, perform timely escalation when needed and record those events & incidents transactions with accurate data to maintain accountability with security & risk assessed on every incident.The ideal candidate for this engaging and visible technical role would have the experience of an Apps DBA along with the "wits of a systems and infrastructure whiz". The candidate must have a total 2 to 3 years of experience within IT industry out and it is expected to have at least 1+ years of database / middleware / systems administration experience and around 1+ years of experience in any one of the Oracle applications like EBS/PeopleSoft/Hyperion/FMW. The candidate must have the ability to communicate complex issues both internally and externally to both technical and business audiencesCareer Level - IC2Responsibilities:.What You'll Achieve

Champion Service reliability - You will be part of the Oracle Cloud Command Center (OC3) team who will foster constant service improvements and exceed expectations in every piece of delivery with reliability in cloud-based business services in association with Cloud Infrastructure team along with our service partners and Customers.
Eliminate outage and Availability - You will apply proactive and extra care support actions to Oracle top tier Customers by performing periodic checks on various instrumentation clusters, direct SMEs with technical tasks, work closely with Customers to eliminate outages and maintain high service availability.
Outage Restoration - You will be doing initial triage of Events & Incidents raised for Oracle top tier customers by monitoring and do investigation on alerts raised and if needed will involve next level of team to deep dive and work towards the restoration.
Prevention - Once you have expertly resolved an issue, you will immediately work on how to quickly resolve the problem next time, with the goal of eventually preventing the problem happening ever again
Automation - You will have a clear understanding of automation and orchestration principles, and will be eager to automate, wherever and whenever the possibility arises, while simultaneously eliminating technical debt. Automation must be part of your DNA.
Building valuable customer relationships - As you successfully navigate customer towards successful outage resolution you will build durable and high-quality relationships with the customer(s) for enhanced service delivery

What You Need to Have

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.

What you Must Have:

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

Qualifications:Career Level - IC2About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing or by calling +1 888 404 2494 in the United States.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.

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