• Major Incident Manager Jobs in United States Of America - 25122073

  • United States Of America, Usa

Job Description:

Major Incident Manager - 19001FQM No Visa Sponsorship is available for this position

Preferred Qualifications

The Oracle Cloud Infrastructure (OCI) Operations team is seeking accomplished and passionate individuals to lead and evolve our Incident Management practice to become a best-in-class service offering

The primary function of a Cloud Incident Engineer 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 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 and systems to leverage the related metrics to identify and drive process and procedural improvements globally

Who are you

Passionate about Cloud, customer focused, have done incident management problem management and thrive in a dynamic team culture
A technologist at heart, curious about how things work and how things break - likely to be someone who enjoys finding a better way to do things using automation
Able to build, maintain and leverage key relationships with internal stakeholders and service leaders to drive increased engagement and accountability for your work
Love technology and how to apply it Maybe you have set up your own environment in the cloud or have spent time developing apps or games that you share with others
Strong communicator who is passionate about the customers experience
Motivated to be resourceful, innovative and entrepreneurial
Driven to learn about cloud infrastructure and its inter-dependencies
Humble and committed to always improving

Key Responsibilities

Provides leadership in responding and resolving major incidents that impact business critical services, applications and infrastructure for OCI
Leverages broad technical expertise to convene appropriate SMEs (resolvers) and to direct Major Incident response, with focus on impact mitigation and service restoration
Work closely with SMEs to quickly identify customer impact (who, how, when)
Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement
Documents pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base
Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies
Collates and analyses incident based data for team metrics and KPIs
Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process steps and best practices
Proactively engages with Service teams to identify and evaluate gaps in operational capabilities and improvements to support Cloud scalability and resiliency
Represents Incident Management at relevant software team Roadmap planning and backlog reviews, influencing the prioritization of automation and tooling enhancements
Work as part of the Major Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs

Preferred Qualifications

Have a broad and deep knowledge of cloud infrastructure and related technologies
Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (eg server, compute, storage, network, authentication, databases)
Able to review and edit automation code (eg Python, JavaScript, Linux shell) and data objects written in JSON or XML
Experience in managing and tuning systems and/or applications, with ability to review and validate system test output
Understand IP networking fundamentals and be familiar with Data Center network architectures and standard protocols (eg BGP, OSPF)
Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results
Strong leadership skills to direct service teams during Major Incidents that have the potential for significant business impact; remaining calm, professional and focused in high pressure situations
Excellent Incident and Problem Management knowledge and experience
Exceptional written and verbal communication skills with meticulous attention to detail
Able to work unsupervised, independently and within a global team
Experienced user of a trouble ticketing system (Jira, Remedy or similar)
Flexibility to work within a Follow the Sun global shift rotation, covering local day-time hours, including holidays and weekends, on a rotational basis
Ability to be on-call as part of an on-call rotation shared across all team members
Ability to manage multiple tasks in a fast-paced, ever changing environment
Ability to think strategically and tactically and work in both a reactive (incident response) as well as proactive engagement model
US Citizenship or US Lawful Permanent Resident Status/Protected Person Required Federal Government customer

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 17th May 2020

Key Skills:

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