If you are passionate about Oracle Database/Exadata technology as well as cloud computing, this is the ideal role you’ve been waiting for. 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 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, 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:

Work closely with the development team on maintaining operational health of core compute services for API availability and low latency Managing and triaging tickets. Driving prioritization and execution of work based on impact.

Scale systems sustainably through mechanisms such as easy-to-use tooling and automation. Work in concert with service developers to evolve systems/products for better scalability, reliability and development velocity.

Drives new runbooks to help reduce mean triage time of incidents. Prioritize and automate high hit count runbooks.

Practice sustainable incident response and drive root case analysis

 

Required Skills and Experience:

Bachelor's or Master’s degree in Computer Science or related fields or equivalent experience. 7+ years experience, including Oracle DBA working on highly scalable distributed systems Experience with Linux OS Experience with Oracle Database, RAC, DataGuard Experience with Exadata Experience with Oracle Database Performance Tuning Experience with Oracle Sharding is preferred but not required Experience with Oracle Cloud Infrastructure or other Cloud Service Provider, Experience in cloud technical support, operations, NOC, or similar is preferred, but not required Experience troubleshooting complex software and/or networking issues Customer obsession, passion for delighting customers Proven ability to quickly learn new technical domains and then train others Great verbal and written communication skills Willingness to learn

Career Level - IC4