**Incident Manager**

**Preferred Qualifications**

**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

the environment.

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.

**Responsibilities** :

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.

-Provide

leadership and direction to engineering team members

-Collaborate

with other Service Management functions for continuous improvement on all

processes

-Participate

to develop and mentor engineering staff

-Assist

to build innovative and service

**Requirements**

– 5 years of IT Support experience

triaging large-scale enterprise environment

– 3-5 years experience with active Incident

Management

– Intermediate skills with data analysis

– Independently identifies and implements process

improvements geared toward improving the user experience or organizational

efficiencies

– Broad understanding of Incident and

Problem Management

– Strong written and verbal communication

skills

– Strong interpersonal and customer service

skills

– Broad working knowledge of IT

infrastructure

– Strong analytical and project management

skills

– Ability to manage competing priorities

and operate under pressure

– ITIL v3 Foundations Certification

– Experience in systems and network

administration

– 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

**Location:** HU-HU,Hungary-Budapest

**Job Type:** Regular Employee Hire

**Organization:** Oracle