Job Description

As a member of the Customer Success Services (CSS) organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves managing and supporting customer environments in the Oracle Cloud Infrastructure (OCI) and provide expert assistance to ensure the optimal performance, availability, and security of customer cloud environments. Your responsibilities include resolving technical issues, performing system monitoring, and collaborating with internal teams to implement best practices. You will also engage with customers to understand their needs, provide training, and deliver exceptional customer service. This position requires strong problem-solving skills, technical proficiency in OCI, and a commitment to enhancing customer satisfaction. As a primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Responsibilities:

1. Manage and support customer environments in OCI cloud.
2. Designing a well architected cloud deployment design in OCI adhering to the best practices principles and guidelines.
3. Applying automated configuration management & infrastructure provisioning.
4. Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Cloud products.
5. Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
6. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
7. The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
8. Educate and walk the customer through the problem-solving process.
9. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
10. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc).
11. Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.

Requirements:

• 3+ years of relevant Cloud IAAS & PASS (preferably OCI) experience and Ability to communicate effectively
• 6+ Years of overall experience on Any domain preferably Database or FMW or system or network administration.
• Experience on Cloud Database Services is preferred - preferably OCI VMDB, EXACC,EXACS,ADB,ADW,MYSQL and NOSQL DB
• Proven experience in implementing, monitoring, and maintaining Cloud (AWS or AZURE or OCI) solutionsl ike.

Cloud Compute - Creation and maintenance of instances, scaling, OS Management Services.

Cloud IAM and IDCS - AuthN, AuthZ, federation using SAML & Identity cloud service, Create/Manage Compartments, User Groups, Policies, dynamic user groups.

Cloud Networking - VCN, Subnets, Gateways (IG, NAT, DRG, Service, Local Peering), Security Lists, Route tables, Network Security Group, VPN tunnels, Fast Connect.

Cloud storage - Storage best practices, storage performance metrics, Object Storage, Block Volume, File Storage, Storage Migration services.

Cloud Security - Cloud guard Assessments, Configuration of Vault and Bastion.

Export & importing of SSL Certificate and updating of SSH Public/Private Keys

• Knowledge on Monitoring tools like Observability and Management or Enterprise Manager - Basic concepts and Monitoring&Events
• IaaC tools like ansible, terraform etc.
• Should be able to understand Business requirements and map them to proposed solutions/enhancements
• Ability to drive performance issues and complex architecture issues.
• knowledge on OIC management of Oracle integrations
• Multi cloud exposure is a plus AWS,AZURE,GCP
• Certifications: OCI Architect Associate, OCI Architect/Operational professional Certification (preferred), or AWS Profession Architect or Azure Cloud Architect

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.

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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.