Analista de Suporte - OCI

Key Responsibilities
·         The primary function of a Senior 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.
Preferred Qualifications
·         Strong leadership, project planning, communication, and execution skills
·         Experience with distributed service-oriented architectures
·         Able to review and edit automation code (e.g. Python, JavaScript, Linux shell) and data objects written in JSON or XML
·         Experience in managing and tuning systems and/or applications, with ability to review and validate system test output.
·         Understand IP networking fundamentals and be familiar with Data Center network architectures and standard protocols (e.g. BGP, OSPF)
·         Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results.