Senior Site Reliability Engineer

Job Description

As a member of our organization, you will deliver post-sales support and solutions to our support engineers. This involves assisting support engineers with post-sales technical questions and issues. Additionally, you will be responsible for deploying updates to the OSD product, developing & maintaining internal and external tools related to the product, and contributing to the ongoing improvement and streamlining of processes.

Solve complex problems related to infrastructure cloud services and build automation to prevent problem recurrence. Design, write, and deploy software to improve the availability, scalability, and efficiency of Oracle products and services. Develop designs, architectures, standards, and methods for large-scale distributed systems. Facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning.

Responsibilities

Work in the Site Reliability Engineering (SRE) team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioral characteristics of production services. Partner with development teams to define and implement improvements in service architecture. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as an escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Use a deep understanding of service topology and its dependencies required to troubleshoot issues and define mitigations. Understand and explain the effect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies.

The specific responsibilities for this position are:

• Provide assistance to Support Engineers
• Create and deploy service updates to the Oracle cloud
• Author, maintain, and improve tools used to make both customer and internal processes more efficient
• Drive and implement automation in accordance with Oracle Cloud Infrastructure (OCI) best practices
• Write and maintain related internal & external documentation
  
  
  

Essential Functions (What You Will Do)

• Handle incoming tickets/alerts as per on-call roster and per Service Level Agreements (SLA).
• Stay current in Oracle Cloud Infrastructure technologies
• Deploy service updates as per the deployment schedule or customer need
• Maintain and improve internal and customer-facing tools using software development best practices and tools
• Plan and coordinate the deployment of a release across multiple phases and realms, ensuring that individual tasks are assigned and completed
• Provide and document exceptional customer service and technical assistance to Oracle Support Engineers.
• Apply troubleshooting techniques to provide unique solutions to our customers' needs.
• Comprehend complex customer heterogeneous environments.
• Resolve issues accurately to help the team meet expected metrics and Service Level Agreements (SLA).
• Assess and prioritize workload, escalate tickets as needed through proper channels to resolve issues in a timely manner.
• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Develop knowledge articles, customer-facing or internal documentation as needed.
• Interface with Oracle's Product Engineering teams as needed.
• Collaborate, communicate, and participate as a team player in a global environment.
• Facilitate excellent customer interactions and display excellent organizational skills.
  
  
  

Required Skills And Experience

• Cloud (preferably OCI) service, concepts, and tools (DevOps portal, OCEAN/paging, Jira ticketing)
• Working knowledge of Linux, MacOS and/or Windows operating systems.
• Python, Unix shell scripting, and/or Windows PowerShell development skills
• Source code management concepts and tools, especially Git, BitBucket, GitHub, GitLab, etc.
• Communicate an understanding of networking concepts such as TCP/IP, IPsec, SSL, VPN, Load Balancing, DNS, routing protocols, SSH.
• Basic understanding of network monitoring / troubleshooting tools and authentication methods (2FA,RSA).
• Excellent verbal and written English language communication skills.
• Flexibility to work alternative shifts and occasional on-call or overtime during weekdays, weekends and public holidays per the on-call roster.
• Ability to read and understand HTML and JavaScript
  
  
  

Desired Skills (preferred)

• VirtualBox/Virtual Desktop Infrastructure (VDI) experience
• DevOps skills such as Ansible, Kubernetes and Terraform.
• Make, Docker, RPM, InstallShield, or other software build/release tools
• Familiarity with OCI APIs, custom images, OCI Marketplace, etc.
• Experience creating and using web-based services with RESTful APIs.
• Oracle Secure Global Desktop (SGD)
• Software build and release best practice
  
  
  

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employer