Key Responsibilities

System Installation & Configuration – Software Administration:

- Monitors and provides support for junior team members to maintain operating systems to ensure optimal installation and performance.

- Coordinates the administration of middleware products in environments.

- Drives the deployment, maintenance, and operation of internal applications as needed.

- Drives regular administration and conducts moderately complex performance trend analyses and manages server capacity to ensure service performance meets and exceeds standards.

- Applies deep knowledge of application monitoring tools to optimize and ensure efficiency.

System Installation & Configuration – Installation and Configuration:

- Leverages deep knowledge to support the team in installing and configuring servers, cloud infrastructure, and all software and environments.

- Optimizes system configurations and backups independently to ensure the optimal performance and stability of the server infrastructure.

- Coordinates hardware maintenance, auditing, installation, and provisioning, ensuring all tasks are performed efficiently and effectively.

- Collaborates with internal technical experts and third-party vendors to resolve integration challenges.

System Installation & Configuration – Identity & Access Management:

- Drives administration of access privileges in the identity and access management system, ensuring accurate and secure access to IT resources.

- Proactively monitors and analyzes user activity in the identity and access management system and provides insights on system activity.

- Provisions access management systems.

Service Lifecycle Management – Batch Processing:

- Proactively monitors the batch process to ensure updates are applied and ensures any issues that arise are resolved.

- Leverages advanced batch management techniques using different work schedulers to configure jobs and job streams, define dependencies, and report job performance.

- Ensures scheduling and budgets of batch monitoring services align with and support Service Level Agreements (SLA).

Service Lifecycle Management – Security Maintenance:

- Follows and proposes improvements to procedures to provide assurance that compute and storage devices are secure.

- Provides support as needed to maintain privileged accounts/secrets integrity of systems and compute and file system security for the compute and storage environment.

- Proactively monitors and evaluates high-level service and infrastructure dashboards, addressing identified anomalies.

- Coordinates the implementation of monthly, quarterly, or hotfix patches to address security vulnerabilities or bugs.

Service Lifecycle Management – System & Security Improvements:

- Develops and implements enhancements to improve the performance reliability, and security, of systems and environments.

- Partners with Service teams to identify and address gaps in operational capabilities and support scalability and resiliency.

Incident Management & Support – Incident Management:

- Participates in the end-to-end incident management lifecycle to ensure systems are stable, secure, and performing accurately.

- Analyzes and interprets incident-based data for team metrics and key performance indicators (KPIs) to identify patterns, root causes, and solutions in system and network incidents.

- Leads incident review meetings to provide oversight for operational performance and solution implementation.

- Partners with third party vendors and cross-functional teams (e.g., Development, Cloud Engineering, Product Engineering, other IT teams) to facilitate collaboration for implementation and/or resolution for high-severity incidents, risks, or migrations.

- Investigates system issues and facilitates high-severity incident triage by implementing Corrective and Preventative Action plans (CAPA) to drive incident resolution and prevention.

Incident Management & Support – Escalation Cases:

- Provides guidance for escalated support cases by collaborating with internal technical teams and third party vendors to drive issue resolution for a wide range of production environment problems (e.g., immense growth, scaling, leveraging the cloud, extremely high performance, high availability requirements).

Incident Management & Support – Technical Support:

- Maintains the production environment by reviewing system error logs and ticket queues, and consulting with other teams involved in maintaining the environments.

- Adheres to team schedule to drive ongoing technical support and service objectives.

- Advises team on and resolves complex, critical customer system issues and implements and documents technical solutions.

Incident Management & Support – Backups and Disaster Recovery:

- Leverages deep knowledge of systems to perform and support team in backup, restore, and disaster recovery processes.

- Plans and participates in disaster recovery drills to ensure preparedness and compliance.

- Implements disaster recovery solutions to ensure preparedness and regulatory compliance.

Communication & Documentation – Technical Communication:

- Communicates complex technical information to both technical and nontechnical personnel including management.

- Facilitates training programs to educate personnel.

- Serves as a technical liaison and provides domain-specific expertise to cross-organization projects, programs, and activities.

Communication & Documentation – Documentation & Reporting:

- Creates and identifies gaps in the documentation on ticket updates, code contributions, infrastructure, configurations, processes, and procedures (e.g., Disaster Recovery plans, Standard Operating Procedures, Corrective and Preventative Action Plans).

- Reviews weekly and monthly reports on system performance and incident progress to support operational and management outcomes, and understands the business impacts.

- Provides guidance for the development of technical documentation in the area of standards and best practices for internal use.

Additional Responsibilities (as needed)

Cloud Infrastructure Support:

- Collaborates with DevOps and Site Reliability Engineer (SRE) teams to help manage large-scale infrastructure.

- Implements continuous integration and continuous deployment (CI/CD) pipelines.

- Drives patching and version upgrades to support cloud infrastructure.

Automation:

- Recommends improvements to reduce incidents and problems with automation and simplify server management.

- Creates reusable frameworks, standards, and automation to support Oracle Cloud Infrastructure.

- Helps manage Workload Automation tools through design support, administration, and optimization efforts.

- Troubleshoots complex issues with automation tools, agents, and other connectivity to 3rd party applications.

- Configures and maintains cloud technologies.

Core Responsibilities

Planning & Execution:

- Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately sized project or initiative.

- Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines.

Collaboration & Partnership:

- Collaborates across the organization to align on expectations and achieve shared objectives.

- Leverages understanding of business leaders, stakeholders, and/or customers to ensure proposed solutions meet their needs.

- Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.

Problem Solving:

- Identifies and addresses moderately complex issues by analyzing a wide range of data and/or information to identify solutions in accordance with standard practices.

- Proactively escalates unresolved or critical issues with a thorough assessment and suggests potential solutions.

- Reviews, contributes to, and documents problem solving strategies.

Continuous Learning:

- Pursues learning opportunities to expand knowledge and skills and/or tools in new areas and stays abreast of the latest industry trends and best practices.

- Proactively seeks and leverages ongoing feedback and training to improve skills.

- Coaches and mentors junior team members, fostering continuous learning and knowledge sharing within and across teams.

Continuous Improvement:

- Develops ideas, recommends updates, and/or collaborates on the implementation of process improvements to increase the efficiency and effectiveness of processes, protocols, and workflows across teams, and evaluates the impact on key stakeholders.

- Solicits feedback from others on ideas for alternative approaches and methods for continued improvement.

Performance and Development:

- Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations.