About us

The Oracle Cloud Infrastructure (OCI) Customer Notifications team handles incident and operation notifications to end customers and internal stakeholders. We are responsible for timely and accurate communications on behalf of the Oracle Cloud platform and drive positive customer experience.

About the role

We are seeking an incident communications manager who has a good understanding of cloud technologies and can understand the nature of operational incidents and planned activities, as well as determine the best way to communicate service impact to customers. In addition to routine communication work, this role will help drive improvements to tooling, processes and content by partnering with software development teams.   

Who are you?

• An excellent communicator who is passionate about cloud technology and the customer experience
• Experienced in technical troubleshooting or incident management, with a broad understanding of core infrastructure technologies (e.g. server, compute, storage, networking, authentication, databases)
• Collaborative and capable of developing key partnerships with teams across a variety of products/services to better support planned and unplanned events
• Someone with an interest in Cloud technology who is committed to expanding on their existing knowledge

Responsibilities

Communications

• Drive communications to customers, development teams, and operation’s leadership regarding planned and unplanned events
• Working under pressure to communicate technical details and the right amount detail when constructing customer facing communications
• The ability to understand complex maintenance/change activities to develop an overarching communication plan and strategy
• Drive and rely on key performance measures which will be the essential in validating performance and service health.  These metrics will include:
  • Communications speed
  • Communications quality
  • Communications accuracy
  • Customer satisfaction with the communications provided
• Prepare customer facing RCA documents that explain the technical issues that caused an unplanned outage

Incident Management

• Work closely with the incident management team and product engineering to quickly identify customer impact (who, how, when)
• Manage multiple incident communications streams simultaneously

Requirements

• Exceptional written and verbal communication skills with meticulous attention to detail
• Have a broad knowledge of cloud infrastructure and related technologies. Cloud certification a plus. (e.g. server, compute, storage, network, authentication, databases)
• Ability to manage multiple tasks in a fast-paced, ever-changing environment
• Ability to remain calm under pressure and make decisions which directly impact the customer experience
• Ability to be on-call as part of a rotation shared across all team members.
• Ability to work weekend shifts in exchange for other days off during the week to maintain 5 days per week shifts
• 3-5+ years of experience in operations, incident management, or reactive technical communications space preferred

Working closely with Supply Chain and Design Engineering teams, will be responsible for leading the supply chain product lifecycle activities. Concurrently will lead and participate in cross functional strategic projects and improvement initiatives.

Supports Product Lifecycle activities to include Bill of Material (BOM) management; New Product Introduction (NPI) activities; material transitions; and End of Life (EOL) management as demonstrated by key activities in each of these areas. Can manage through the pressure associated with mission critical programs; have detailed organization techniques to manage multiple, concurrent complex programs; and strong relationship building skills to enable effective influencing and results. Can deliver succinct, impactful and professional communication at all levels of the organization. Works collaboratively and builds reciprocal relationships with different parts of the business, partners and customers. Enhances Oracles competitive advantage by anticipating customer needs and applies best practices and creative solutions to drive efficiency and productivity within the team Identifying and acts on opportunities for new or improved products, processes, or systems . Inspires other by leading by example and personally models positive values, inclusive behaviors, and work practices . Copes with complexity as shown by tactical decision making as demonstrated by the ability to make decisions willingly, even when facing uncertainty. Enables execution as measured by the ability to know the business and understands metrics/key performance indicators required by self and/or team to deliver results.

Key skills and abilities include coaching, influencing, facilitation, presentation, communication, process development, analysis, and problem solving.  Job duties are varied and complex; independent judgment needed. Lead lifecycle management role and project lead is expected. Ability to work in a dynamic environment as shown by the ability to demonstrate resilience in times of change and uncertainty. Proven communication skills with the ability to gain broad support and buy-in for initiatives from key stakeholders. Prefer 5 years relevant experience and BA/BS degree.

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.