Service Desk Analyst

Job Description Job Summary JOB DESCRIPTION As an L2 Service Desk Analyst, you will provide advanced incident and escalation management for Oracle Cloud Infrastructure (OCI) and Oracle Cloud Database Services. Partnering closely with internal teams and clients, you will triage technical issues, drive resolutions, and deliver best-in-class support experiences on behalf of Oracle. Qualifications & Skills - University Degree, preferably in Computer Science, Engineering, or related field. - Proficiency in English (written and spoken). - Strong technical experience with Oracle Cloud Infrastructure (particularly Compute, related logs, limits, work requests). - Good knowledge of Oracle Cloud Database Services (Exadata, DBCS, ADB) including backup and connectivity troubleshooting, patching, log collection, and tooling (OneView, dbaascli, dbcli, TFA, TDE). - Demonstrated experience with Oracle Support, Service Requests (SRs), and collaboration tools (e.g., Jira). - Deep understanding of Oracle Support, Development, Cloud Operations policies, escalation processes, and best practices. - Proven customer service orientation and strong communication skills. Good-to-Have - Previous experience in Incident/Escalation Management. - Experience working across multicultural, global teams. - Advanced problem-solving, organization, and collaboration skills. - Experience with case reporting and operational metrics Responsibilities - Key Responsibilities - Act as an L2 technical support resource, adhering to all Service Desk processes and procedures. - Rapidly intake, stabilize, triage, and escalate customer incidents as per global standards. - Identify, analyze, and resolve Level 2 incidents for OCI (Compute, Storage, Networking, Automation, Load Balancer, OKE) and Cloud Database Services (Exadata, DBCS, ADB), engaging technical teams when necessary. - Serve as a customer advocate, facilitating clear and proactive communication between the customer and Oracle Support. - Capture severity and impact of service requests (SRs), collect diagnostics, perform initial analysis, and apply troubleshooting tools (e.g., OneView, TFA, dbaascli, dbcli). - Collaborate with Support, Development, and Operations teams to accelerate incident resolution and remove roadblocks. - Maintain comprehensive case documentation, deliver timely status updates, and ensure traceability using reporting tools. - Participate in conference calls, post-incident reviews, and ensure satisfaction-driven incident closure. - Foster knowledge-sharing and seamless transitions within the global team via thorough handovers and best practice alignment. Qualifications Career Level - IC3 About Us As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing [Confidential Information] or by calling +1 888 404 2494 in the United States. 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.