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Job Description

OCI Incident Response is the first line of defense for maintaining the high availability of Oracle’s cloud. We make customer-impacting events shorter, less frequent, and less impactful by providing large-scale incident management. We are front-and-center in driving down event duration by utilizing our operational experience, knowledge of best practices, and ability to develop tools to automate incident management.

We are looking for a Senior Major Incident Manager to join our OCI team

This role is part of a globally distributed team responsible for detecting, triaging, and mitigating OCI service-impacting events as quickly as possible. You will be a part of one of these regional teams and be responsible for minimizing the downtime of OCI services. You will achieve this through delivering excellent major incident management and by operating systems with high scalability, performance, and security that prevent incidents from occurring.

Oracle’s Cloud is state-of-the-art and constantly evolving. When it experiences issues, your team will respond within minutes to ensure customer impact is mitigated. This experience will expose you to the inner workings of OCI’s systems and organizations. You will interact with and influence leaders from across the Oracle business and will drive broad cross-organization programs meant to iteratively improve OCI-wide service availability. We are an agile team with significant impact. If you want to be a part of a fast-moving team breaking new ground, we would like to speak with you!

Career Level - IC3

Responsibilities

Key Responsibilities

• The primary function of a Senior Major Incident Manager is to direct Subject Matter Experts (SMEs) and Service(s) leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders and end users updated.

• Build and evolve the practice of Incident Management across OCI, developing processes and systems to leverage the related metrics to identify and drive process and procedural improvements globally.

• Responsible to escalate to service teams, senior management and exec leaders to ensure appropriate awareness, engagement and focus

• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)

• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement

• Documents pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base

• Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies

• Collates and analyses incident-based data for team metrics and KPIs

• Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process steps and best practices

Basic Qualifications

• Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.

• Extensive experience with major incident management in a cloud-based environment

• Confidence to drive and manage large conference calls.

• Have a broad and extensive knowledge of cloud infrastructure and related technologies

• Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, compute, storage, network, authentication, databases)

• Strong leadership skills to direct service teams during Major Incidents that have the potential for significant business impact, remaining calm, professional and focused in high pressure situations

• Experienced user of a trouble ticketing system (JIRA, Remedy or similar)

• Ability to manage multiple tasks in a fast-paced, ever-changing environment

Preferred Qualifications

• Strong leadership, project planning, communication, and execution skills

• Experience with distributed service-oriented architectures

• Able to review and edit automation code (e.g. Python, JavaScript, Linux shell) and data objects written in JSON or XML

• Experience in managing and tuning systems and/or applications, with ability to review and validate system test output

• Understand IP networking fundamentals and be familiar with Data Center network architectures and standard protocols (e.g. BGP, OSPF)

• Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results

Requirements

• Flexibility to work within a “Follow the Sun” global shift rota, covering local day-time hours, including holidays and weekends, on a rotational basis

• Ability to be “on-call” as part of an on-call rotation shared across all team members

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer