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Oracle ONSR Customer Operations Engineer (Join-Ns2) in Richmond, Virginia

ONSR Customer Operations Engineer (Join-Ns2)

Preferred Qualifications

Customer Operations Engineer 4 -ONSR

Customer Operations Engineer, Oracle

National Security Regions

Oracle Cloud Infrastructure

Seattle, Washington or Reston, Virginia

Job Description

We are building the next generation

IaaS cloud and the next generation cloud support experience to go with it. We

are building a team of energetic, customer-focused engineers with operations

and support experience to build a world-first and best in class customer

experience blending customer support, operations, and communications

disciplines. You’ll be part of a team that learns deeply how our cloud platform

works so you can help customers through problems they encounter and be the

bridge between Engineering and Operations.

As part of the broader Engineering

organization, you will act as the voice of the customer to influence product

features and plans to improve customer experience. This role is integral to the

success of our customer relationships and is critical to the success of the


This role will support Oracle’s

Government customers and require anactive Top Secret security clearance.

Job Responsibilities

  • Resolve customer issues through sharing best practices,training, tooling and directly resolving escalations.

  • Build and maintain excellent relationships withcustomers and achieve the highest level of customer satisfaction.

  • Act on behalf of the customer as their cloud operationsteam, partnering with engineering, platform operations and customerservice teams to restore customer availability.

  • Focus on customer restore and communication duringservice impacting events.

  • Proactively monitor customer issues until they arefully resolved, keeping the customer informed along the way.

  • Send proactive customer notifications regarding plannedand unplanned maintenance.

  • Document customer issues and operational processes tohelp us enforce standards and learn from events.

  • Enforce change management procedures within thegovernment realm.

  • Help to ensure the definition and evolution of ouroperational processes and procedures.

  • Continually improve skills through work experience andtraining.


  • Bachelor’s degree, in Computer Science, MIS or anothertechnical field, or equivalent work experience

  • Ability to maintain a US government security clearance

  • Customer obsession, passion for delighting customers

  • Strong understanding of cloud concepts and platforms.

  • Experience in cloud technical support, operations, NOCor similar is preferred, but not required.

  • Experience working with government customers ispreferred, but not required.

  • Proven ability to quickly learn new technical domainsand then train others.

  • Great verbal and written communication skills

The Oracle Cloud Infrastructure

(OCI) team can provide you the opportunity to build and operate a suite of

massive scale, integrated cloud services in a broadly distributed, multi-tenant

cloud environment. OCI is committed to providing the best in cloud products

that meet the needs of our customers who are tackling some of the world’s

biggest challenges.

We offer unique opportunities for

smart, hands-on engineers with the expertise and passion to solve difficult

problems in distributed highly available services and virtualized

infrastructure. At every level, our engineers have a significant technical and

business impact designing and building innovative new systems to power our

customer’s business critical applications.

Detailed Description and Job Requirements

Responsible for our production infrastructure, including the servers and services which support our growing client base as well as designing and implementing highly scalable environments. This Engineer works with other teams in the organization and provides infrastructure solutions for their needs. Understands client systems and applications, networking, infrastructure, data centers, web tools and technologies, databases and Cloud, Big Data, Enterprise Resource Planning (ERP), and more.

Design new scalable solutions for fast changing infrastructure environment with complex needs in fields like: configuration deployments, monitoring, and logging. Perform deep drill down analysis into performance bottlenecks and provide necessary fixes. Bring in new ideas, change, evolve, improve and simplify the production infrastructure. Work closely with our development and research teams and provide customer friendly solutions and support. Responsible for working on the design, development, and/or deployment of enterprise supporting systems.

BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics. Working knowledge of software development tools, methodologies, and programming languages. Experience working with external or internal customers to implement large scale solutions, business process architecture, application system design, and implementation. Design and implementation of Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) solutions using a variety of cloud platform services. Highly technical and analytical, possessing significant implementation and operations experience. Identifies solutions in experience of application or server architecture and networking. A minimum of 5 years experience in application or server architecture and networking or related experience.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Job: Product Development

Location: US-WA,Washington-Seattle

Other Locations: US-VA,Virginia-Ashburn

Job Type: Regular Employee Hire

Organization: Oracle