Cloud Support Engineer

As part of the Network Team within Oracle s Cloud infrastructure organization, you and your team will be responsible for supporting reliable and secure connectivity solutions for customers. You will be supporting our OCI customers on networking that enable customers in developing, selling, and delivering Oracle products worldwide.

 

Overview

The Oracle Cloud Infrastructure team is building a new technology organization. This new entity is being constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it an elite engineering center with the laser focus on excellence.

Oracle s extensive enterprise customer base is looking for rock solid cloud solutions that provide the same reliability and effectiveness that they have come to expect from Oracle. As a trusted Enterprise vendor, Oracle is in the early stages to provide highly cost-effective compute, storage, & PaaS Cloud solutions to its customer base.

We are specifically looking for Technical Engineer(s) to join our group, who are customer-focused with technical support experience to build a world-first and best in class customer experience. You will be responsible for post-sales support; assisting customers to solve and resolve issues they face while using our Cloud services. You will take an active role in the definition and evolution of standard practices and procedures. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

 

Responsibilities

We are looking for an experienced network support engineer with a solid technical background to help us transform the OCI network. As a Network Engineer, you will be responsible for the delivery and operation of critical customers connectivity services. You will work with peers, management, and project managers to deliver solutions, maintain network services, and provide ecritical issuesupport for the Escalations team. You should be comfortable working in a fast-moving environment that requires agility and the drive to deliver. You should be comfortable taking on new challenges that develop your skills.

Have a data-driven attitude/passionEnable Oracle support to resolve customer issues through sharing standard methodologies, training, tooling and directly resolving customer concerns.Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.Act on behalf of the customer as their cloud support(technical) team, partnering with engineering, platform operations, and customer service teams to restore customer availabilityWork as part of our extended support team in a startup atmosphere, going above and beyond to exceed customer expectations.Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of incident (Service Ticket) lifecycleFocus on support/incidents & issues.Document key learnings and other relevant details as part of the support you provide.Continually improve skills through work experience and training(s)Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problemsIdentify opportunities to automate responses to common operational problems and requestsEnsure compliance, configuration and data quality levels are maintained Work with internal stakeholders, external network, and security vendorsDocument work instructions or procedures

Experience

General

Good written and verbal English communication skillsEffectively communicate with people on both a technical and non-technical levelAbility to work with a global, remote workforceSelf-motivated professional with the ability to work in a pressured production environment while not compromising on the quality of the service providedA focus on customer service / satisfaction.

Specific

Bachelor s degree, in Computer Science, MIS or related field4+ years experience in Infrastructure or related fieldExperience supporting network and network security technologies, including:Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSLSDWANRouters and switches such as Cisco Nexus, Juniper MX, and AristaFirewalls such as Fortinet, Juniper, and Palo Alto Load balancers such as F5. In-depth knowledge of routing and switchingExperience performing regular capacity management functions for network and security components. Demonstrated ability to quickly troubleshoot network and network security problems to root cause, to restore service and to identify long term corrective and preventative actionsWork jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions

Preferred Skills (optional)

CCNA / CCNP Security OR Fortinet Network Security Expert (NSE) or equivalent Technical understanding and practical application of network protocols and technology

VPN - IPSEC and SSLFirewalls and load balancers, security policy managementNetwork / Security monitoring tools such as: SNMP, MTRG, Prometheus and Grafana etc.Technical understanding and practical application of security supportTechnical understanding and practical application of DevOps

Continuous Integration / Continuous Delivery & Deployment Tools, Network as Code strategy, Familiarity of IaaS/PaaS/SaaS infrastructure / environmentsIntegration technologies (APIs)Scripting experience in Ansible, Python, others

Location & Schedule

The position is based in Bangalore/Hyderabad/Noida -India.You are entitled to work on shifts with weekends other than Saturday and Sunday. You should be willing to support on national holidays and public holidays. And most importantly should be open to any Shift.This is a fulltime, permanent position.