Incident Commander - IC2

Responsible for the operation of production environments, including systems and databases, supporting critical business operations. Will perform administration and analysis for multiple production environments and recommend new and novel solutions to improve availability, performance, and supportability. This is an opportunity to bring a combination of deep technical knowledge with administration/analysis knowledge of Oracles Cloud Infrastructure to provide escalation support to a wide range of complex production environment problems related to immense growth, scaling, leveraging the cloud, extremely high performance, and high availability requirements.

Career Level - IC2

Incident Commander for CSS Global SaaS & Apps Delivery Incident management Team

About Managed Cloud Services
Managed Cloud Services plays a critical role in delivering and supporting best-of-breed Cloud Solutions to Oracle Customers on the next-generation Cloud Infrastructure.
Oracle Cloud Infrastructure (OCI) is leading the transformation to cloud-native infrastructure in our hyper-scale, multi-tenant cloud, deployed in more than 23 regions worldwide now. OCI is committed to providing the best in cloud services that meet the needs of our customers, who are tackling some of the worlds biggest challenges.
Our team provides 24/7/365, follow-the-sun coverage while pushing the boundaries of what can be accomplished in the cloud. Advancing cloud computing means great growth opportunities, and highly rewarding experiences working in our expanding computing environments and DevOps teams.

About the Job
A unique opportunity to join a rapidly growing world-class team to engineer cutting edge Oracle Cloud technologies and infrastructure that make up the Oracle Cloud solutions. As part of the Incident Management Team, you will be continually challenged and have an opportunity to contribute to the Oracle Cloud success every day, working closely Infrastructure, Product, and the Development partners.

The ideal candidate for this engaging and visible technical leadership role would have the experience of an Apps DBA along with the "wits of a systems and infrastructure whiz". The candidate would be expected to have at least 2 to 3 years of database administration experience and around 4 to 5 years of experience in any one of the Oracle applications like (EBS/PeopleSoft/Hyperion/FMW).

Collaborate with cross-functional teams to design and implement AI-powered solution.

What Youll Achieve
Champion Service reliability and prevention - You will be part of the Cloud Infrastructure team, whose mission is to improve the efficiency of hosting operations and cloud-based business services, in partnership with our service partners.
Outage Resolution - You will be doing initial triage of Events & Incidents raised in the monitoring and do investigation on alert raised and if need will involve next level of team to deep dive and working towards the resolution.
Prevention - Once you have expertly resolved an issue, you will immediately work on how to more quickly resolve the problem next time, with the goal to eventually prevent the problem happening ever again

What you will need to be successful:
Cloud Infrastructure Engineers who also deliver the role of Sysadmins and Application knowledge engineers, have the ability to understand and explain the effect of a complex architecture decisions. You are driven by professional curiosity and a desire to develop a deep understanding of the services and the technologies they depend upon. You are passionate about automation and can demonstrate practical knowledge of various aspects of distributed service design, including messaging protocols, caching strategies, persistence technologies, and queuing.
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 done 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 24x7 shifts including on holidays and weekends
Ability to follow standard engineering principles using agile development methodology and Automation practices
Co-ordinate with Functional, Infrastructure, Product Support and clients business units
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
Resolving Oracle Cloud Services customer outages by identifying, analyzing, and resolving technical problems related to Oracle software systems. Troubleshooting skills are the key for success in this role and position
Around 5 to 6 years of experience running large scale customer facing Incident Management + Problem Management roles is a MUST and working on P1 Infra support work with a solid understanding of:
Incident Management and Service Desk tools like Confluence, Jira, ServiceNow, Remedy and other Ticketing Tools
Strong working knowledge of Oracle database and concepts like Clustering, RDBMS architecture, ASM, Data Guard, RMAN.
Highly skilled in administering Oracle applications and databases on UNIX/Linux environments in both a single tier and multi-tier architecture.
Standard Internet services, such as DNS, HTTP, etc.
Working knowledge of OCI architecture and components like LBaaS, VCN, Hypervisors etc.,
Infrastructure Security and Compliance knowledge
Database technologies: Oracle/MySQL is a must
Production Support on any one or more applications preferably on Oracle EBS, Hyperion, PeopleSoft, Fusion Middleware/SOA or any Oracle Cloud product handling experience is a must
Experience in Monitoring and Observability pipeline tools (Nagios / Fluentd / Prometheous, Grafana, ELK, Datadog / Splunk / Kafka skills) would be an added advantage
Experience on OCI along with other Cloud providers including AWS, IBM and/or GCP would be an added advantage
Experience on EBS, Hyperion, FMW, PSOFT etc would be an added advantage

Experience on AI framework and development of chatbot using python for customer service automation