Cloud Support Engineer

2 weeks ago

Noida, India Oracle Full time

IC2 (Cloud Support Engineer-Cloud Assist )

Short description displayed on job tile

Cloud Support Engineer - Cloud Customer Support, OCI Technical Support role (24x7-staggerred weekends)

Job description displayed in the job posting

Job Description

As part of the Cloud Assist Team within Oracle’s Cloud infrastructure organization, you and your team will be responsible for supporting Account Provisioning, Cloud Account management & administration, Billing and cost management issues for OCI customers.

Overview
The Oracle Cloud Infrastructure support team is built 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.

Oracle’s extensive enterprise 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 is in the early stages to provide 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 troubleshoot 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 area of specialization.

Career Level - IC2

We are looking for an experienced support engineer with knowledge on Cloud Account Management, identity and user access management or Cloud account lifecycle management, Tenancy management or similar. As a Support 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 services, and provide escalation support to 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 to help solve complex issues and deliver best Customer Experience 

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

Experience

General

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 Customer obsession, passion for delighting customers

Specific

Bachelor’s degree, in Computer Science, MIS or related field 2+ years’ experience in Cloud Infrastructure or related field Strong understanding of cloud concepts and troubleshooting skills Experience in cloud support, NOC or similar is preferred Proven ability to quickly learn new technical domains and train others Great verbal and written communication skills Experience performing regular capacity management functions and security components Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions

Preferred Technical Qualifications 

Cloud Associate/Professional Certifications(s). (Any Cloud Provider) In-depth understanding on IaaS Concepts: Compute and Networking Familiarity with industry compliance and security standards including HIPAA

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

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