Incident Commander

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Incident Commander

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 world's 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 primary function of an Incident Commander 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, OMCS Customers and end users updated.

Incident Commanders are also responsible for building and evolving the practice of Incident Management across OCI, using Post Incident Reviews, developing processes, framework and systems to leverage and Continual Service Improvements globally and mainly work with OMCS Command Center Team

What You'll 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 Incident Commanders are a rare mix 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 servic