Principal SaaS Systems Analyst / Incident Commander
Oracle
About Customer Success Services
CSS(Customer Success Services) plays a critical role in delivering and supporting best-of-breed Cloud Solutions to Oracle Customers on the next-generation Cloud Infrastructure.
Oracle Cloud Infrastructure (OCI) is leading the transformation to cloud-native infrastructure in our hyper-scale, multi-tenant cloud, deployed in more than 23 regions worldwide now. OCI is committed to providing the best in cloud services that meet the needs of our customers, who are tackling some of the world's biggest challenges.
Oracle delivers AI built for business, helping you make better decisions faster and empowering your workforce to work more effectively. With classic and generative AI embedded in Oracle Fusion Cloud Applications customers can instantly access AI outcomes wherever they’re needed—without leaving the software environment they use every day to power their business.
Our team provides 24/7/365, follow-the-sun coverage while pushing the boundaries of what can be accomplished in the cloud. Advancing cloud computing means great growth opportunities, and highly rewarding experiences working in our expanding computing environments and DevOps teams.
About the Job
A unique opportunity to join a rapidly growing world-class team to engineer cutting edge Oracle Cloud technologies and infrastructure that make up the Oracle Cloud solutions. As part of the Incident Management Team, you will be continually challenged and have an opportunity to contribute to the Oracle Cloud success every day, working closely Infrastructure, Product, and the Development partners.
The primary function of an Incident Commander is to direct Subject Matter Experts (SMEs) and Service(s) Leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders, CSS Customers and end users updated.
Incident Commanders are also responsible for building and evolving the practice of Incident Management across OCI, using Post Incident Reviews, developing processes, framework and systems to leverage and Continual Service Improvements globally and mainly work with Oracle Cloud Command Center(OC3) Team
The ideal candidate for this engaging and visible technical leadership role would have the experience of an SaaS application support along with the "wits of a systems and infrastructure whiz". The candidate would be expected to have at least 10 to 12 years of SaaS administration experience and around 3 to 4 years of experience in any one of the Oracle applications like (EBS/PeopleSoft/Hyperion/FMW).
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Incident Commander will lead the response and resolution of critical incidents impacting SaaS applications and Oracle-based systems on OCI. This role requires strong technical expertise in Oracle Database and Oracle application administration, combined with leadership skills to coordinate cross-functional teams.
Career Level - IC4
What You'll Achieve
Champion Service reliability and prevention – You will be part of the Cloud Infrastructure team, whose mission is to improve the efficiency of hosting operations and cloud-based business services, in partnership with our service partners.
Outage Resolution – You will be doing initial triage of Events & Incidents raised in the monitoring and do investigation on alert raised and if need will involve next level of team to deep dive and working towards the resolution.
Prevention - Once you have expertly resolved an issue, you will immediately work on how to resolve the problem next time more quickly, with the goal to eventually prevent the problem happening ever again.
What you will need to be successful:
Cloud Infrastructure Engineers who also deliver the role of Incident Commanders are a rare mix of Sysadmins and Application knowledge engineers, have the ability to understand and explain the effect of a complex architecture decisions. You are driven by professional curiosity and a desire to develop a deep understanding of the services and the technologies they depend upon. You are passionate about automation and can demonstrate practical knowledge of various aspects of distributed service design, including messaging protocols, caching strategies, persistence technologies, and queuing.
Around 10+ years of experience in running large scale customer facing Incident Management + Problem Management roles is a MUST and working on P1 Infra support work with a solid understanding of:
- Strong technical background with expertise in troubleshooting large-scale service architectures and application stacks.
- Incident and problem management: managing/triaging tickets, prioritizing work based on impact, leading service teams during major incidents.
- Systematic problem-solving approach with strong ownership, leadership, and ability to “think on their feet.”
- Exceptional written and verbal communication skills; able to work independently and within global teams.
- Willingness to work 24x7 shifts, including holidays and weekends.
- Experience driving organizational change and adopting new ways of working.
- Coordination with functional, infrastructure, product support, and client business units.
- Familiarity with agile development methodology and automation practices.
- Administration of Oracle applications/databases on UNIX/Linux (single-tier and multi-tier).
- Production support experience with any one technology Oracle EBS, Hyperion, PeopleSoft, Fusion Middleware/SOA, or Oracle Cloud products.
- Experience on OCI and SaaS Application Administration and support
- Knowledge of cloud like OCI, Public Cloud with SaaS, PaaS Services and/or related technology.
- Knowledge in SaaS and PaaS integrations, Oracle Machine Learning, and Oracle DB 23ai.
- Exposure to Machine Learning Algorithms and Generative AI is a plus.
- Experience solutioning/developing of Artificial Intelligence (AI) solutions/integrations.
- Experience with containers and container orchestration technologies (Kubernetes, Docker).
- Conduct technical assessments and feasibility studies for new AI initiatives and integrations.
- Stay current with industry trends, emerging technologies, and AI advancements to drive continuous improvement.