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Job Description

We look for the type of engineer who can’t walk past a problem. When you find an error or inefficiency, does it become your mission to ensure you never see its like again? If you are nodding your head, this is the job for you!

At CSI, one of our primary purposes is to discover and address recurring issues under the Continual Service Improvement (CSI) process. This program serves Oracle at large by continually improving the effectiveness and efficiency of SaaS service delivery. In this role you’ll encounter multifaceted duties and responsibilities ranging from customer-facing non-technical communication to technical problem-solving and trend mapping. We work across departments and levels with individuals ranging from Technical Support to VPs of Cloud Operations.

We love people who can come into the team and point out things we haven’t considered, and who are independent, proactive problem-solvers but still thrive in team environments.

Some of what we do:

• Provide leadership in responding to and managing the resolution of customer-facing critical issues in production environments following best practices of Incident Management

• Own the process and tools used to support timely and accurate notifications for stake holders at all levels during and after events

• Conduct timely in-geo postmortems and deliver a root cause, action items, and other metrics for all customer-impacting issues

• Collaborate with others to resolve problems, handle requests, and manage issues across multiple locations

• Identify opportunities and take ownership of automation and/or continuous improvement of processes, procedures, monitoring, and best practices within CSI and among operational teams

• Manage projects addressing long term, permanent resolutions for major issues

• Generate reports and metrics to be used in progress meetings and goal setting

• Maintain and enhance documentation for team and departmental use

What we love to see:

• Excellent written and verbal communication, conflict resolution, and meeting management

• Excellent troubleshooting skills

• Proven ability to synthesize information - can you read between lines?

• Motivation to work quickly and accurately under pressure in time-critical crises

• Data analysis experience (Excel, ELK/Kibana/OpenSearch, Grafana, Tableau, etc.)

What we like to see:

• Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, compute, storage, network, authentication, databases)

• Scripting experience in Python, R, Bash, Perl, Ruby, or similar

• 3-5 years’ experience working in large-scale production ops environments providing mission critical services to customers (we’ve held titles such as Site Reliability Engineer, Service Delivery Engineer, Technical Support, Program Analyst, and many others)

• Experience in incident and/or problem management roles

• Familiarity with service improvement methodologies like Agile, Six Sigma, or ITIL

• Demonstrated ability to effectively build/train/teach others new information and processes.

Our group is global with members in Austin, San Jose, Brno, Sydney, Manila, Athens, Guadalajara and Melbourne. Despite the distance, the team is a close-knit and collaborative group. Each member brings a unique skill set to create a robust and knowledgeable team. What will you bring to the table?

Career Level - IC3

Responsibilities

Some of what we do:

• Provide leadership in responding to and managing the resolution of customer-facing critical issues in production environments following best practices of Incident Management

• Own the process and tools used to support timely and accurate notifications for stake holders at all levels during and after events

• Conduct timely in-geo postmortems and deliver a root cause, action items, and other metrics for all customer-impacting issues

• Collaborate with others to resolve problems, handle requests, and manage issues across multiple locations

• Identify opportunities and take ownership of automation and/or continuous improvement of processes, procedures, monitoring, and best practices within CSI and among operational teams

• Manage projects addressing long term, permanent resolutions for major issues

• Generate reports and metrics to be used in progress meetings and goal setting

• Maintain and enhance documentation for team and departmental use

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.

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 calling +1 888 404 2494, option one.

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