Principal Major Incident Manager
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!
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
Minimum 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
