Oracle
Principal System Administrator
Job Description
- Accountable for end to end Incident Management Lifecycle
- Act in the role of an Incident Commander to facilitate high-severity incident triage
- Ensure that high-severity incidents achieve the necessary cross-functional engagement to drive them to resolution in a timely fashion
- Participate in on-call rotation for Incident Commander role for after hours and weekends
- Participate in regular review of open Incidents and evaluate if technical resolution groups teams are remediating incidents in a timely and effective manner
- Drive the use of incident metrics and perform a first-level analysis of incident data to gain insights as to service performance and patterns of emerging issues
- Run regular Incident Review meetings with Cloud Operations cross-functional teams
- Provide focus for the meetings in order to maximize benefit and respect the valuable time of the cross-functional representatives who attend
- Provide oversight for Operation Engineer Performance
- Act as a contact point for the Global Operation Center management for investigation of issues regarding process or performance
- Perform Incident Analysis
- Run post-incident debrief meetings to drive engagement with incident responders
- Analyze incidents using an interview-based approach to extract deep learnings from incidents allowing the organization s knowledge to grow as a result
- Engage with cross-functional Engineering Teams to ensure that Incident follow-up (forensic) activities are happening in a timely fashion (as governed by our published internal processes)
- Periodically review engagement/follow-through of cross-functional teams to ensure forward progress is being made
- Global Service Center Service on-boarding and documentation
- Act as a facilitator for on-boarding of new services to the Cloud SOC
- Conduct meetings with cross-functional teams to educate them and act as their mentor through the on-boarding process
- Perform required periodic review of new and revised runbooks, evaluating them for their efficacy and relevance
-
Confer with subject matter experts in Forge and Engineering regarding enhancement of existing runbook documentation
Minimum Qualifications:
- 6-8 years of experience in a similar operations function within a high availability (HA), 24x7, mission critical operations environment.
- Bachelor s degree in computer science or a related technology field or equivalent experience
- Superior verbal and written communications skills, including leading phone meetings related to mission-critical incident triage
- Ability to participate in an on-call rotation for the Incident Commander role including off-hours and weekends
- Must be process-oriented, energetic and an analytical thinker
- Extensive experience in troubleshooting operating-system and application-level problems
- Solid understanding of ITIL Methodology , Incident management process and workflow, Change and Release Management, infrastructure services, with exposure to Linux and Windows Servers
- Understanding of concepts and technologies such as, but not limited to: cloud computing, server clusters, high availability network configurations, DNS, SMTP, NTP, NAS, HTTP, Storage technologies (SAN, NAS, Block Storage, Object Storage) and Database concepts.
- Able to assimilate knowledge of new systems quickly and be adaptable
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