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 (preferably OCI) experience and Ability to communicate effectively.

10+ Years of overall experience on Any domain preferably Database or system administration.

Experience on Cloud Database Services - preferably OCI VMDB, EXACC,EXACS,ADB,ADW,MYSQL and NOSQL DB

Knowledge on HA and DR Solutions for PAAS services like Exadata, Autonomous Databases (ATP, ADW), RAC & Dataguard.

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.

Troubleshooting on URLs connection issues on OAC,SOA, JCS, WebLogic.

Experience in handling performance management and Cost optimization.

In-depth understanding of Advanced Architectures (Multi-Node, Data Guard, RAC, ASM)

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 - IC4