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Major Incident Commander/Apps DBA
hace 4 semanas
About the Job
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 Commander, you will own every incident and focus on applying standard operating procedures for each Oracle top-tier customer individually or collectively to restore services. You will continue to work further to prevent incidents and automate tasks to improve operational efficiency.
As an Incident Commander, you will own every Major Incident, and your focus will primarily be on the availability of services for customer business functions with the drive towards mitigating incidents within the defined SLOs. You will continue to have intimate knowledge of customer business functions and agility in change activities. Further, you will engage required resources across Oracle, perform timely escalation when needed, and record those events and incident transactions with accurate data to maintain accountability with security and risk assessed on every incident.
What You'll Achieve
- Champion Service Reliability – You will be part of the Managed Cloud Services 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 the 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, directing SMEs with technical tasks, and working closely with customers to eliminate outages and maintain high service availability.
- Outage Restoration – You will do the initial triage of Events and Incidents raised for Oracle top-tier customers by monitoring and investigating alerts raised, and if needed, will involve the next level of the team to deep dive and work towards 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 from 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 customers 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 driving 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 appreciation of Oracle Cloud Infrastructure and Cloud native services.
- 3+ years of experience of running medium to large scale customer-facing software services in incident and/or problem management functions.
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 leadership skills to direct service teams 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 paramount.
- Knowledge on Production Support on any one or more applications preferably on Oracle EBS, Hyperion, PeopleSoft, Fusion Middleware/SOA, or any Oracle Cloud product handling experience.
- Resolving Managed Cloud Services 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.
- Highly skilled in administering Oracle applications and databases on UNIX/Linux environments in both single-tier and multi-tier architecture.
- Strong understanding of Linux/Unix commands.
- Capable of working in highly stressful situations.
- Ability to multitask and assist the team in troubleshooting escalated technical issues.
Around 3 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.
- Strong working knowledge of Oracle database concepts like RDBMS architecture, ASM, Data Guard, RMAN.
- Highly skilled in administering Oracle applications and databases on UNIX/Linux environments in both 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, 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.
