Job Description

Job Category: Information Technology
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POSITION OVERVIEW
As Incident Commander in Global Operations Center, GBU Cloud Services, you will shape the frontier of Global Operation Centerby providing an elite service experience to our GBU partners. At Global Operations Center, we believe that incidents are unplannedinvestments, which gives us an opportunity to build trust and confidence within our GBU partners. Your focus will be to driveincidents to early service restoration and extract deep learnings from them. You demonstrate the ability to operate independently,collaborate with cross-functional teams to ensure that customer impact is mitigated, and deliver the highest quality service for allGBU Partners we serve.
RESPONSIBILITIES

• Accountable for end to end Incident Management Lifecycle
• Act in the role of an Incident Commander to facilitate high-severity incident triage
• Ensure that high-severity incidents achieve the necessary cross-functional engagement to drive resolution in a timely fashion
• Participate in on-call rotation for Incident Commander role after hours and on weekends
• Participate in regular review of open incidents and evaluate if technical resolution teams are remediating incidents in a timelyand effective manner
• Drive the use of incident metrics and perform first-level analysis of incident data to gain insights into service performanceand patterns of emerging issues
• Run regular incident review meetings with Cloud Operations cross-functional teams
• Provide focus for meetings to maximize benefit and respect the time of cross-functional representatives
• Provide oversight for Operation Engineer performance
• Serve as contact point for Global Operation Center management regarding process or performance issues
• Perform incident analysis
• Run post-incident debrief meetings to engage incident responders
• Analyze incidents using an interview-based approach to extract deep learnings, enabling organizational knowledge to grow
• Engage with cross-functional engineering teams to ensure timely follow-up on incident-related (forensic) activities accordingto internal processes
• Periodically review engagement and follow-through of cross-functional teams to ensure progress
• Lead Global Service Center service onboarding and documentation
• Facilitate onboarding of new services to the Cloud SOC
• Conduct meetings with cross-functional teams for education and mentorship during onboarding
• Review new and revised runbooks, evaluating their efficacy and relevance
• Confer with subject matter experts regarding enhancements to runbook documentation

Responsibilities:
MINIMUM QUALIFICATIONS

• 10 years of experience in a similar operations function within a high availability (HA), 24x7, mission-critical operationsenvironment
• Bachelor's degree in computer science or a related technology field or equivalent experience
• Superior verbal and written communication skills, including leading phone meetings for mission-critical incident triage
• Ability to participate in an on-call rotation for the Incident Commander role, including off-hours and weekends
• Process-oriented, energetic, and an analytical thinker
• Extensive experience troubleshooting operating system and application-level problems
• Solid understanding of ITIL methodology, incident management process and workflow, change and release management,and infrastructure services, with exposure to Linux and Windows servers
• Understanding of cloud computing, server clusters, high availability network configurations, DNS, SMTP, NTP, NAS, HTTP,storage technologies (SAN, NAS, Block Storage, Object Storage), and database concepts
• Ability to assimilate knowledge of new systems quickly and be adaptable
• Prior experience of driving incident bridges and leading mitigation path in cloud ebvironment is Mandatory

Qualifications:
Career Level - IC4
About Us:
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing or by calling +1 888 404 2494 in the United States.
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.

Skills Required