Cloud Support Engineer
1 week ago
Job DescriptionAs 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.
OverviewThe 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 a world class engineering center with the laser focus on excellence.
We are specifically looking forTechnical 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 sophisticated, involving the application of advanced technical/business skills in area of specialization.Career Level - IC3ResponsibilitiesWe are looking for an experienced network and security 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 issue support 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 approach/passion Enable Oracle support to resolve customer issues through sharing standard methodologies, training, tooling and directly resolving blocking issues.
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, doing whatever it takes 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 findings and other relevant details as part of the support you provide.Continually improve skills through work experience and training(s)Solve, diagnosing, and resolving hardware, software, and other network and system problemsFind opportunities to automate responses to common operational problems and requestsEnsure compliance, configuration and data quality levels are maintainedWork with internal collaborators, external network, and security vendorsDocument work instructions or proceduresExperienceGeneralGood written and verbal English communication skills Effectively connect 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 / happiness.
SpecificComputer Science, MIS or related fielddemonstrated ability 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, SSL, SDWARouters and switches such as Cisco Nexus, Juniper MX, and Arista, Firewalls such as Fortinet, Juniper, and Palo AltoLoad balancers such as F5.
In-depth knowledge of routing and switchingExperience performing regular capacity management functions for network and security componentsPreferred Skills (optional)CCNA / CCNP Security OR Fortinet Network Security Expert (NSE) or equivalentTechnical understanding and practical application of network protocols and technologyVPN – 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 supportLocation & ScheduleThe 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 meaningfully should be open to any Shift.
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.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, after a conditional offer has been extended.
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