Oracle Hiring Cloud Support Engineer

Locations:

Bengaluru, Karnataka, India
Hyderabad, Telangana, India
Noida, Uttar Pradesh, India

Job Identification: 223194
Job Category: Support
Experience: Professional
Role: Individual Contributor
Job Type: Regular Employee
Years of Experience: 3 to 5+ years
Languages: English

Job Description

As part of the Network Team within Oracle’s Cloud infrastructure organization, you and your team will be responsible for supporting reliable and secure connectivity solutions for customers. You will support our OCI customers on networking that enable customers in developing, selling, and delivering Oracle products worldwide.

Overview: The Oracle Cloud Infrastructure team is building a new technology organization. This new entity is being constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We need your contribution to make it an elite engineering center with a focus on excellence.

Oracle’s extensive enterprise customer base is looking for rock solid cloud solutions that provide the same reliability and effectiveness that they have come to expect from Oracle. As a trusted Enterprise vendor, Oracle is in the early stages to provide highly cost-effective compute, storage, and PaaS Cloud solutions to its customer base.

We are specifically looking for Technical Engineers to join our group who are customer-focused with technical support experience to build a world-class customer experience. You will be responsible for post-sales support, assisting customers to solve and resolve issues they face while using our Cloud services. You will take an active role in the definition and evolution of standard practices and procedures. Work is non-routine and very complex, involving the application of advanced technical/business skills in your area of specialization.

Responsibilities:

We are looking for an experienced network support engineer with a solid technical background to help us transform the OCI network.
As a Network Engineer, you will be responsible for the delivery and operation of critical customer connectivity services.
You will work with peers, management, and project managers to deliver solutions, maintain network services, and provide critical issue support for the Escalations team.
You should be comfortable working in a fast-moving environment that requires agility and the drive to deliver.
You should be comfortable taking on new challenges that develop your skills.

Key Tasks:

Have a data-driven attitude/passion.
Enable Oracle support to resolve customer issues through sharing best practices, training, tooling, and directly resolving customer concerns.
Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
Act on behalf of the customer as their cloud support (technical) team, partnering with engineering, platform operations, and customer service teams to restore customer availability.
Work as part of our extended support team in a startup atmosphere, going above and beyond to exceed customer expectations.
Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of incident (Service Ticket) lifecycle.
Focus on support/incidents and issues.
Document key learnings and other relevant details as part of the support you provide.
Continually improve skills through work experience and training(s).
Troubleshoot, diagnose, and resolve hardware, software, and other network and system problems.
Identify opportunities to automate responses to common operational problems and requests.
Ensure compliance, configuration, and data quality levels are maintained.
Work with internal stakeholders, external network, and security vendors.
Document work instructions or procedures.

Experience:

General:

Good written and verbal English communication skills.
Effectively communicate with people on both a technical and non-technical level.
Ability to work with a global, remote workforce.
Self-motivated professional with the ability to work in a pressured production environment while not compromising on the quality of the service provided.
A focus on customer service/satisfaction.

Specific:

Bachelor’s degree in Computer Science, MIS, or a related field.
4+ years of experience in Infrastructure or a related field.
Experience supporting network and network security technologies, including:
- Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL
- SDWAN
- Routers and switches such as Cisco Nexus, Juniper MX, and Arista
- Firewalls such as Fortinet, Juniper, and Palo Alto
- Load balancers such as F5
- In-depth knowledge of routing and switching
- Experience performing regular capacity management functions for network and security components
- Demonstrated ability to quickly troubleshoot network and network security problems to root cause, restore service, and identify long-term corrective and preventative actions
- Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions

Preferred Skills (optional):

CCNA / CCNP Security OR Fortinet Network Security Expert (NSE) or equivalent.
Technical understanding and practical application of network protocols and technology.
- VPN – IPSEC and SSL
- Firewalls and load balancers, security policy management
- Network/Security monitoring tools such as: SNMP, MTRG, Prometheus, and Grafana, etc.
- Technical understanding and practical application of security support.
- Technical understanding and practical application of DevOps.
  - Continuous Integration/Continuous Delivery & Deployment Tools
  - Network as Code strategy
  - Familiarity with IaaS/PaaS/SaaS infrastructure/environments
  - Integration technologies (APIs)
  - Scripting experience in Ansible, Python, others.

Location & Schedule:

The position is based in Bangalore/Hyderabad/Noida, India.
You are entitled to work on shifts with weekends other than Saturday and Sunday. You should be willing to support on national holidays and public holidays. Most importantly, you should be open to any shift.
This is a full-time, permanent position.

Apply Now: Oracle Hiring Cloud Support Engineer