About The Role

Our primary objectives are

Ensure maximum possible service availability and performance
Deliver premier customer service
Provide comprehensive support to our Engineering and other Operational and technical teams

These objectives translate into a broad and dynamic scope of responsibilities for the GNOC team. Engineers will have the capability to centrally manage OCI’s networks and implement automated solutions to address common operational challenges efficiently.

NETWORK OPERATIONS

Fault handling on incident tickets. provide break-fix support and escalation for event remediation, including leading root cause analysis (RCA) efforts
Work closely with shift lead to ensure tickets are handled in a timely manner
Using existing procedures and tooling, develop and safely complete network changes
Mentor junior engineers as needed
Participate in operational rotations providing break-fix support
Possess analytical skills in resolving network issues with advanced troubleshooting and coordination with onsite support teams and vendors
Identifying actionable incidents using a monitoring system, strong analytical problem-solving skills to mitigate network events/incidents, and following up on routine root cause analysis (RCA), coordinating with support teams and vendors
Join major events/incidents calls, use technical and analytical skills to resolve network issues that impact Oracle customer/service, coordinate with SMEs, and provide RCA document
Fault handling and escalation (identifying and responding to faults on OCI’s systems and networks, collaborating closely with 3rd party suppliers, handling escalation through to resolution)
Experience with Incident Response plans and strategies in cloud computing environments
Have worked with large enterprise network infrastructure and cloud computing environments, supporting 24/7 and willing to work in rotational shifts in a network operations role
Provide on-call support services as needed, job duties are varied and complex, needing independent judgment

AUTOMATIONS/SCRIPTING

The role includes collaborating with networking automation services to integrate support tooling and frequently developing scripts to automate routine tasks
Preference for individuals with experience in scripting and network automation - Python, Puppet, SQL, and/or Ansible
You will use automation to complete work and develop scripts for routine tasks

PROJECT MANAGEMENT

Ability to act in a project lead role as needed

TECHNICAL QUALIFICATIONS

NETWORKING

Experience working in a large ISP or cloud provider environment
Exposure to commodity Ethernet hardware (Broadcom/Mellanox)
Protocol experience with BGP/OSPF/IS-IS, TCP, IPv4, IPv6, DNS, DHCP, MPLS
Experience with networking protocols such as TCP/IP, VPN, DNS, DHCP, and SSL
Experience supporting network technologies, especially Juniper, Cisco, Arista, firewalls, and switches
Strong analytical skills and ability to collate and interpret data from various sources
Ability to diagnose network alerts to assess and prioritize faults and respond or escalate accordingly
Cisco and Juniper certifications are desired

SOFT SKILLS

Highly motivated and self-starter
Bachelor’s degree is preferred with at least 3-5 years of network-related experience
Strong oral and written communication skills
Excellent time management and organization skills
Comfortable and able to deal with a wide range of issues in a fast-paced environment
Excellent organizational, verbal, and written communication skills

Key Responsibilities

Capacity Ingestion and Management

-Takes proactive steps to design and architect infrastructure and/or service according to terms for reliability and functionality.
-Forecasts demands for infrastructure and responds to capacity needs, ensuring systems have sufficient resources to handle current and future workloads.
-Collaborates with the software development team to develop infrastructures and features that are reliable and scalable according to deployment requirements.
-Independently identifies opportunities for and drives prototyping (e.g., testing new applications or infrastructures, assisting in onboarding).

Incident and Service Lifecycle Management

-Performs data collection, triage, technical analysis, and redirection to maintain and optimize operations and infrastructure reliability.

-Independently monitors services, maintains up-to-date knowledge of their performance, and documents their condition.

-Leverages comprehensive knowledge to perform incident response, root cause analyses, and/or maintenance on assigned services (e.g., software installs, version upgrades, security updates, backup and recovery).

-Provides health and performance reporting and takes appropriate actions based on trends in data.

-May independently perform provisioning to support infrastructure, applications, and services.

-May perform standard and non-standard decommissioning (e.g., shutting down servers, removing data from databases) to remove objects that are no longer needed.

Automation

-Identifies opportunities for automation and assesses potential benefits.
-Develops automation tools or scripts to provide solutions, gather metrics, monitor, analyze, mitigate, or remediate issues/defects within infrastructures.
-Independently conducts testing to ensure automation performs the task correctly and produces expected results.

Technical Communication and Guidance

-Communicates the scale, capacity, security, performance attributes, and requirements of services and technology within and sometimes beyond immediate team.
-Identifies and explains the potential impact of infrastructure, feature, and tool changes, considering their impact on team operations.

Troubleshooting and Resolution

-Provides operational support for technology, escalating incidents and other standard and non-standard issues arising within Oracle services.
-Participates in on-call shifts to address issues.
-Resolves technical issues spanning various services, investigating and debugging products in order to reach SLOs (service level objectives).
-Documents incidents and performs root cause analyses according to standard reporting methods.
-Independently performs post-mortem procedures to prevent incident reoccurrence.

Innovation and Improvement

-Experiments with new tools and technologies to assess their potential impact on and improve infrastructure performance and reliability, ensuring adherence to security standards.
-Independently identifies and executes improvements for performance bottlenecks and deployments to ensure efficient resource usage, speed, and scalability.
-Develops knowledge of site reliability trends and shares new information with team members, management, and beyond to help others build, test, deploy and run services.
-Performs standard and non-standard analyses and provides clear data on production to contribute to business development decisions (e.g., design changes).

Core Responsibilities

Planning & Execution

Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.

Collaboration & Partnership

Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.

Problem Solving

Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.

Continuous Learning

Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.

Continuous Improvement

Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.

Minimum Job Qualifications

Education and/or Experience

8 years of experience in software engineering, infrastructure management, or related field

OR

Bachelor's Degree in Computer Science, Engineering, or related field AND 4 years of experience in software engineering, infrastructure management, or related field

OR

Master's Degree in Computer Science, Engineering, or related field AND 2 year of experience in software engineering, infrastructure management, or related field.

OR

Doctorate in Computer Science, Engineering, or related field

Job Skills

Same skills as prior level plus;
Operating Systems Demonstrated ability in or knowledge of operating systems, including installing, upgrading, and troubleshooting various operating environments.

Automation Experience

3 years of experience in automation.

Programming Experience

3 years of experience in programming and/or scripting.

Preferred Job Qualifications

Education and/or Experience

9 years of experience in software engineering, infrastructure management, or related field

OR

Bachelor's Degree in Computer Science, Engineering, or related field AND 5 years of experience in software engineering, infrastructure management, or related field

OR

Master's Degree in Computer Science, Engineering, or related field AND 3 years of experience in software engineering, infrastructure management, or related field

OR

Doctorate in Computer Science, Engineering, or related field AND 1 year of experience in software engineering, infrastructure management, or related field.