Job Description
As a member of the Customer Success Services (CSS) 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 managing and supporting customer environments in the Oracle Cloud Infrastructure (OCI) and provide expert assistance to ensure the optimal performance, availability, and security of customer cloud environments. Your responsibilities include resolving technical issues, performing system monitoring, and collaborating with internal teams to implement best practices. You will also engage with customers to understand their needs, provide training, and deliver exceptional customer service. This position requires strong problem-solving skills, technical proficiency in OCI, and a commitment to enhancing customer satisfaction. As 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.
Responsibilities:
- Manage and support customer environments in OCI cloud.
- Designing a well architected cloud deployment design in OCI adhering to the best practices principles and guidelines.
- Applying automated configuration management & infrastructure provisioning.
- Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Cloud products.
- Manage customer´s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
- The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
- Educate and walk the customer through the problem-solving process.
- Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc).
- Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.
Requirements:
- 3+ years of relevant Cloud IAAS & PASS (preferably OCI) experience and Ability to communicate effectively.
- 6+ Years of overall experience on Any domain preferably Database or system or network administration.
- Experience on Cloud Database Services - preferably OCI VMDB, EXACC,EXACS,ADB,ADW,MYSQL and NOSQL DB
- Proven experience in implementing, monitoring, and maintaining Cloud (AWS or AZURE or OCI) solutions Like.
Cloud Compute - Creation and maintenance of instances, scaling, OS Management Services.
Cloud IAM and IDCS - AuthN, AuthZ, federation using SAML & Identity cloud service, Create/Manage Compartments, User Groups, Policies, dynamic user groups.
Cloud Networking - VCN, Subnets, Gateways (IG, NAT, DRG, Service, Local Peering), Security Lists, Route tables, Network Security Group, VPN tunnels, Fast Connect.
Cloud storage - Storage best practices, storage performance metrics, Object Storage, Block Volume, File Storage, Storage Migration services.
Cloud Security - Cloud guard Assessments, Configuration of Vault and Bastion.
Export & importing of SSL Certificate and updating of SSH Public/Private Keys
- Knowledge on Observability and Management - Monitoring, Logging and Basic concepts of Logging Analytics.
- IaaC tools like ansible, terraform etc.
- Should be able to understand Business requirements and map them to proposed solutions/enhancements
- Ability to drive performance issues and complex architecture issues.
- knowledge on OIC management of Oracle integrations
- Multi cloud exposure is a plus AWS,AZURE,GCP
- Certifications: OCI Architect Associate, OCI Architect/Operational professional Certification (preferred), or AWS Profession Architect or Azure Cloud Architect
Career Level - IC5
Responsibilities
As a Senior Principal Systems Engineer, you are a guru, with strong expertise across the stack & tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
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.
- Which includes being a United States Affirmative Action Employer
