Principal Major Incident Manager - Seattle, United States - Oracle

Description

OCI Incident Response is the first line of defense for maintaining the high availability of Oracle's cloud. We make customer-impacting events shorter, less frequent, and less impactful by providing large-scale incident management.

We are front-and-center in driving down event duration by utilizing our operational experience, knowledge of best practices, and ability to develop tools to automate incident management.

We are looking for a Principal Major Incident Manager to join our OCI team This role is part of a globally distributed team responsible for detecting, triaging, and mitigating OCI service-impacting events as quickly as possible.

You will be a part of one of these regional teams and be responsible for minimizing the downtime of OCI services.

You will achieve this through delivering excellent major incident management and by operating systems with high scalability, performance, and security that prevent incidents from occurring.

Oracle's Cloud is state-of-the-art and constantly evolving. When it experiences issues, your team will respond within minutes to ensure customer impact is mitigated. This experience will expose you to the inner workings of OCI's systems and organizations.

You will interact with and influence leaders from across the Oracle business and will drive broad cross-organization programs meant to iteratively improve OCI-wide service availability.

We are an agile team with significant impact. If you want to be a part of a fast-moving team breaking new ground, we would like to speak with you

Career Level - IC4

Key Responsibilities

The primary function of a Principal Major Incident Manager is to direct Subject Matter Experts (SMEs) and Service(s) leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders and end users updated.

Build and evolve the practice of Incident Management across OCI, developing processes and systems to leverage the related metrics to identify and drive process and procedural improvements globally.

Responsible to escalate to service teams, senior management and exec leaders to ensure appropriate awareness, engagement and focus

Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)

Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement

Documents pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base

Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies

Collates and analyses incident-based data for team metrics and KPIs

Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process steps and best practices

Basic Qualifications

Bachelor's degree or higher in Computer Science / Information Systems or a related field / work environment.

Extensive experience with major incident management in a cloud-based environment

Confidence to drive and manage large conference calls.

Have a broad and extensive knowledge of cloud infrastructure and related technologies

Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, compute, storage, network, authentication, databases)

Strong leadership skills to direct service teams during Major Incidents that have the potential for significant business impact, remaining calm, professional and focused in high pressure situations

Experienced user of a trouble ticketing system (JIRA, Remedy or similar)

Ability to manage multiple tasks in a fast-paced, ever-changing environment

Experience in managing and tuning systems and/or applications, with ability to review and validate system test output

Able to review and edit automation code (e.g. Python, JavaScript, Linux shell) and data objects written in JSON or XML

Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results

Preferred Qualifications

Strong leadership, project planning, communication, and execution skills

Experience with distributed service-oriented architectures

Collates and analyses incident-based data for team metrics and KPIs

Understand IP networking fundamentals and be familiar with Data Center network architectures and standard protocols (e.g. BGP, OSPF)

Represents Incident Management at relevant software team Roadmap planning and backlog reviews, influencing the prioritization of automation and tooling enhancements

Requirements

Flexibility to work within a "Follow the Sun" global shift rota, covering local day-time hours, including holidays and weekends, on a rotational basis

Ability to be "on-call" as part of an on-call rotation shared across all team members