Cloud Support Engineer

As a member of the Network Team within Oracle's Cloud Infrastructure (OCI) organization, you will play a key role in delivering reliable and secure connectivity solutions for our customers. You'll be working closely with OCI customers to resolve complex network challenges, ensuring they can run their cloud services smoothly and without disruption, ultimately supporting the seamless operation of their businesses.

Overview

The Oracle Cloud Infrastructure team is developed 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 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 provides 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 Network management and troubleshooting

Experience

Interpersonal:

Good written and verbal English communication skills
Effectively communicate with people on both a technical and non-technical level
Ability to work with a global, remote workforce
Self-motivated professional with the ability to work in a pressured production environment while not compromising on the quality of the service provided
A focus on customer service / satisfaction.

Technical:

Bachelor's degree, in Computer Science, MIS or related field
2+ years' experience in Infrastructure or related field
Experience supporting network and network security technologies, including:
Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL
SDWAN
Routers and switches such as Cisco Nexus, Juniper MX, and Arista
Firewalls such as Fortinet, Juniper, and Palo Alto 
Load balancers such as F5
In-depth knowledge of routing and switching
Experience 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 actions
Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions

Preferred Skills

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

VPN – IPSEC and SSL
Firewalls and load balancers, security policy management
Network / Security monitoring tools such as: SNMP, MTRG, Prometheus and Grafana etc.
Technical understanding and practical application of security support
Technical understanding and practical application of DevOps

Continuous Integration / Continuous Delivery & Deployment Tools
Network as Code strategy
Familiarity of IaaS/PaaS/SaaS infrastructure/environments
Integration 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.

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.

Employer Description

An Oracle career can span industries, roles, Countries, and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.

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. 

Career Level - IC2

Responsibilities

We are looking for an experienced network support engineer with a strong 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 escalation 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 mindset/passion
Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
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 availability
Work 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) lifecycle
Focus 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 problems
Identify opportunities to automate responses to common operational problems and requests
Ensure compliance, configuration and data quality levels are maintained 
Work with internal stakeholders, external network, and security vendors
Document work instructions or procedures
 

Career Level - IC2