**Incident Manager,** Cloud Operations
Oracle GBU Cloud Services
Location: Budapest, HU
Looking for an experienced Incident Manager
to join our 24×7 global support team responsible for coordinating timely
restoration of business critical services and drive defect elimination across
Global operation Center acts as an
escalation point for high severity outages to coordinate technical resolvers,
provide timely status updates to leadership and customers, perform hierarchical
escalations, and partner with service owners on post-mortem analysis.
The ideal candidate will possess strong
written and verbal communication skills, the ability to interact with leaders
and customers at all levels of the organization, manage Incident Bridge for
complex issues touching multiple functional areas, broad working knowledge of
IT infrastructure, and the ability to manage competing priorities while
operating under pressure.
Provide escalation support for high
severity incidents globally by coordinating technical service owners, providing
status updates to leadership and customers, and performing hierarchical
escalations as needed
– Engage with partners and technical teams
for incident and impact clarification
– Participate in on-call escalation support
in a follow the sun model
– Partner with service owners to ensure
effective incident management, post incident review analysis
Audit key incident timelines and improve upon high severity incident management
Point of escalation of the Major Incident process.
Overall efficiency and effectiveness of all Incident Management processes.
leadership and direction to engineering team members
with other Service Management functions for continuous improvement on all
to develop and mentor engineering staff
to build innovative and service
– 5 years of IT Support experience
triaging large-scale enterprise environment
– 3-5 years experience with active Incident
– Intermediate skills with data analysis
– Independently identifies and implements process
improvements geared toward improving the user experience or organizational
– Broad understanding of Incident and
– Strong written and verbal communication
– Strong interpersonal and customer service
– Broad working knowledge of IT
– Strong analytical and project management
– Ability to manage competing priorities
and operate under pressure
– ITIL v3 Foundations Certification
– Experience in systems and network
– Intermediate to advanced skills working
with monitoring, trouble ticketing or escalation tools
**Detailed Description and Job Requirements**
Define, design, and implement network communications and solutions within a fast-paced, leading edge database/applications company.
Responsible for creating and implementing system enhancements that will improve the performance and reliablility of the system. Manage the load configurations of a central data communication processor and make recommendations for purchase or upgrade of data networks. Coordinate terminal orders and cable installation, network system planning, upgrading, monitoring, testing, and servicing. Approves action requests and specifies purchase requisitions. Negotiates and places orders with common carriers. May play a team leader role for developing System Administrators.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Eight years of related experience in a medium to large network distributed and computing environment. BS in Computer Science or related field.
**As part of Oracle’s employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).**
**Job:** Information Technology
**Job Type:** Regular Employee Hire