Customer Operations Engineer 4 - ONSR

Customer Operations Engineer, Oracle National Security Regions
Oracle Cloud Infrastructure
Seattle, Washington or Reston, Virginia

Job Description

We are building the next generation IaaS cloud and the next generation cloud support experience to go with it. We are building a team of energetic, customer-focused engineers with operations and support experience to build a world-first and best in class customer experience blending customer support, operations, and communications disciplines. You’ll be part of a team that learns deeply how our cloud platform works so you can help customers through problems they encounter and be the bridge between Engineering and Operations.

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

This role will support Oracle’s Government customers and require an active Top Secret security clearance.

Job Responsibilities

• Resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
• Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
• Act on behalf of the customer as their cloud operations team, partnering with engineering, platform operations and customer service teams to restore customer availability.
• Focus on customer restore and communication during service impacting events.
• Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way.
• Send proactive customer notifications regarding planned and unplanned maintenance.
• Document customer issues and operational processes to help us enforce standards and learn from events.
• Enforce change management procedures within the government realm.
• Help to ensure the definition and evolution of our operational processes and procedures.
• Continually improve skills through work experience and training.

 

Requirements

• Bachelor’s degree, in Computer Science, MIS or another technical field, or equivalent work experience
• Ability to maintain a US government security clearance
• Customer obsession, passion for delighting customers
• Strong understanding of cloud concepts and platforms.
• Experience in cloud technical support, operations, NOC or similar is preferred, but not required.
• Experience working with government customers is preferred, but not required.
• Proven ability to quickly learn new technical domains and then train others.
• Great verbal and written communication skills

The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer’s business critical applications.

 

!|!Responsible for our production infrastructure, including the servers and services which support our growing client base as well as designing and implementing highly scalable environments. This Engineer works with other teams in the organization and provides infrastructure solutions for their needs. Understands client systems and applications, networking, infrastructure, data centers, web tools and technologies, databases and Cloud, Big Data, Enterprise Resource Planning (ERP), and more.

Design new scalable solutions for fast changing infrastructure environment with complex needs in fields like\: configuration deployments, monitoring, and logging. Perform deep drill down analysis into performance bottlenecks and provide necessary fixes. Bring in new ideas, change, evolve, improve and simplify the production infrastructure. Work closely with our development and research teams and provide customer friendly solutions and support. Responsible for working on the design, development, and/or deployment of enterprise supporting systems.

BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics. Working knowledge of software development tools, methodologies, and programming languages. Experience working with external or internal customers to implement large scale solutions, business process architecture, application system design, and implementation. Design and implementation of Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) solutions using a variety of cloud platform services. Highly technical and analytical, possessing significant implementation and operations experience. Identifies solutions in experience of application or server architecture and networking. A minimum of 5 years experience in application or server architecture and networking or related experience.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

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