Key Responsibilities

System Installation &
Configuration – Software Administration:

- Mentors and
supervises team to monitor and maintain operating systems to ensure optimal
installation and performance.

- Oversees the
administration of middleware products in environments.

- Ensures
effectiveness in driving the deployment, maintenance, and operation of internal
applications as needed.

- Monitors
regular administration and mentors team to conduct performance trend analyses
and manage server capacity to ensure service performance meets and exceeds
standards.

- Oversees the
application and knowledge-sharing of application monitoring tools to optimize
and ensure efficiency.

System Installation &
Configuration – Installation and Configuration:

- Mentors team to
leverage deep knowledge to support installing and configuring servers, cloud
infrastructure, and all software and environments.

- Oversees team
efforts to optimize system configurations and backups independently to ensure
the optimal performance and stability of the server infrastructure.

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

- Leads
collaboration efforts with internal technical experts and third-party vendors
to resolve integration challenges.

System Installation &
Configuration – Identity & Access Management:

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

- Ensures
proactive monitoring and analysis of user activity in the identity and access
management system and provides insights on system activity.

- Ensures
effective provisioning of access management systems.

Service Lifecycle Management
– Batch Processing:

- Guides team to
proactively monitor the batch process to ensure updates are applied and ensures
any issues that arise are resolved.

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

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

Service Lifecycle Management
– Security Maintenance:

- Updates and
improves procedures to provide assurance that compute and storage devices are
secure.

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

- Evaluates and
provides expertise on high-level service and infrastructure dashboards, taking
the lead in addressing identified anomalies.

- Directs and
coordinates the team to implement monthly, quarterly, or hotfix patches to
address security vulnerabilities or bugs.

Service Lifecycle Management
– System & Security Improvements:

• Leads team in
  developing and implementing enhancements to improve the performance
  reliability, and security, of systems and environments.
• Guides and coordinates
  with Service teams to identify and address gaps in operational
  capabilities and support scalability and resiliency.

Incident Management &
Support – Incident Management:

- Supervises team
through the end-to-end incident management lifecycle to ensure systems are
stable, secure, and performing accurately.

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

- Provides
mentorship in leading incident review meetings to ensure oversight for
operational performance and solution implementation.

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

- Mentors team to
investigate system issues and facilitate high-severity incident triage to drive
incident resolution and prevention.

Incident Management &
Support – Escalation Cases:

- Supervises team
for escalated support cases by ensuring collaboration 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:

- Supervises team
in maintaining the production environment by guiding the review of system error
logs and ticket queues, and coordinating consultations with other groups
involved in maintaining the environments.

- Aligns
schedules to drive to ongoing technical support and service objectives.

- Oversees
resolution of complex, critical customer system issues and ensures
documentation of technical solutions.

Incident Management &
Support – Backups and Disaster Recovery:

- Provides
mentorship across teams to foster understanding systems to execute and support
backup, restore, and disaster recovery processes.

- Reviews
disaster recovery drill plans to ensure preparedness and compliance.

Communication &
Documentation – Technical Communication:

- Oversees
communication of complex technical information to both technical and
nontechnical personnel including senior management.

- Leads and
coordinates training programs to educate personnel.

- Guides team to
serve as the technical liaison and provide domain-specific expertise to
cross-organization projects, programs, and activities.

Communication &
Documentation – Documentation & Reporting:

- Guides the
creation and maintenance of 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 advises on business impacts.

- Ensures
accuracy of technical documentation in the area of standards and best practices
for internal use.

Additional Responsibilities
(as needed)

Cloud Infrastructure
Support:

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

- Mentors team to
effectively implement continuous integration and continuous deployment (CI/CD)
pipelines.

- Oversees
patching and version upgrades to support cloud infrastructure.

Automation:

- Leads
improvement efforts to reduce incidents and problems with automation and
simplify server management.

- Reviews and
provides feedback on reusable frameworks, standards, and automation to support
Oracle Cloud Infrastructure.

- Oversees the
management of Workload Automation tools including design support,
administration, and optimization efforts.

- Coaches team in
troubleshooting complex issues with automation tools, agents, and other
connectivity to 3rd party applications.

- Oversees the
configuration and management of cloud technologies.

Core Responsibilities

Planning & Execution:

- Manages
multiple medium- to large-scale projects or initiatives across teams, ensuring
timelines, deliverables, and budgets when applicable are monitored and met.

- Provides
direction to teams on project work, setting priorities, and aligning with
business needs.

- Guides teams on
adjusting plans to accommodate resource or timeline changes.

Collaboration &
Partnership:

- Drives
cross-functional partnerships to align expectations and shared objectives
across multiple teams.

- Coaches team
members to develop strategic relationships with business leaders, stakeholders,
and external partners to foster collaboration and long-term success.

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

Problem Solving:

- Provides
direction to multiple teams on addressing complex operational and/or technical
issues as well as providing guidance on analyzing complex data and/or
information to identify solutions.

- Reviews and
provides insights into unresolved or critical issues, helping the team to identify
potential solutions.

Continuous Learning:

- Models engaging
in continuous learning to deepen expertise and stay ahead of industry trends,
integrating best practices into strategic planning.

- Leverages
feedback to drive personal and team skill improvements.

- Identifies
skill gaps across teams, and empowers team members to pursue learning and
knowledge sharing opportunities that build their expertise in new areas and
coaches them to apply learnings to advance the organization.

Continuous Improvement:

- Drives team to
collaborate on, develop, and implement ideas to increase the efficiency and
effectiveness of processes, protocols, and workflows within and across teams,
providing oversight.

- Guides team to
adopt new ideas for alternative approaches and methods and encourages feedback
for continued improvement.

Performance and Development:

- Drives
performance across teams by providing feedback and coaching in alignment with
performance management processes, guidelines, and expectations.

- Discusses
development goals with team members, shares opportunities to facilitate career
development, and ensures individual goals are aligned with broader
organizational goals.

- Develops and
manages talent acquisition pipeline by leading candidate interviews, monitoring
promotion eligibility, and/or orchestrating talent resources.