Oracle Hiring for Principal Cloud Support Engineer at NOIDA, India Full Time

Job Description

Job Description

Oracle Cloud Infrastructure (OCI) is building the next-generation IaaS cloud service along with providing a world-class cloud support experience. We are building a team of energetic, customer-focused service operations engineers to blend system admin, incident command, customer support, and NOC engineering disciplines. You’ll be part of a dynamic team that learns broadly how our cloud platform works so you can be the bridge between product engineering and our partners.

As part of the broader Engineering organization, you will act as the voice of the customer to influence product features and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform.

Responsibilities

Job Responsibilities

• Provides customer support, troubleshooting highly complex (Cloud/IaaS/PaaS/Database) technical problems requiring a high level of technical expertise and attention to detail.

• Works directly with customers to resolve technical issues via the fastest options, tracking status updates via support ticketing tools. e.g. My Oracle Support (MOS) & JIRA.

• Represents customers on highly sensitive and escalated issues and bridge calls.

• Attends customer meetings to provide reporting and support status updates.

• Consults with Customers on the complex use of Oracle products.

• Knowledge transfer through the development and delivery of training, knowledge sessions, coaching, and mentoring.

• Creation and review of Knowledge Articles and Runbooks.

• Analyses workload, determines best practices, and implements changes to improve productivity.

• Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, and writing tools/utilities.

• Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.

• Extensive collaborations with a large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers, and Partners teams.

• Participates in a shift rotation.

• Act as a Customer advocate, ensuring the best customer experience at all times.

Requirements:

• Bachelor’s degree, in Computer Science, or equivalent work experience.

• Client-facing experience supporting enterprise customers.

• Customer obsession, passion for delighting customers.

• Experience in cloud technical support and operations. e.g. OCI/AWS/Azure/GCP

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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.

* Which includes being a United States Affirmative Action Employer