Senior Site Reliability Engineer

As a member of our organization, you will deliver post-sales support and solutions to our support engineers. This involves assisting support engineers with post-sales technical questions and issues.  Additionally, you will be responsible for deploying updates to the OSD product, developing & maintaining internal and external tools related to the product, and contributing to the ongoing improvement and streamlining of processes.

Solve complex problems related to infrastructure cloud services and build automation to prevent problem recurrence. Design, write, and deploy software to improve the availability, scalability, and efficiency of Oracle products and services. Develop designs, architectures, standards, and methods for large-scale distributed systems. Facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning.

Career Level - IC3

Work in the Site Reliability Engineering (SRE) team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioral characteristics of production services. Partner with development teams to define and implement improvements in service architecture. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as an escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Use a deep understanding of service topology and its dependencies required to troubleshoot issues and define mitigations. Understand and explain the effect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies.

The specific responsibilities for this position are:

• Provide assistance to Support Engineers
• Create and deploy service updates to the Oracle cloud
• Author, maintain, and improve tools used to make both customer and internal processes more efficient
• Drive and implement automation in accordance with Oracle Cloud Infrastructure (OCI) best practices
• Write and maintain related internal & external documentation

Essential functions (What you will do)

• Handle incoming tickets/alerts as per on-call roster and per Service Level Agreements (SLA).
• Stay current in Oracle Cloud Infrastructure technologies
• Deploy service updates as per the deployment schedule or customer need
• Maintain and improve internal and customer-facing tools using software development best practices and tools
• Plan and coordinate the deployment of a release across multiple phases and realms, ensuring that individual tasks are assigned and completed
• Provide and document exceptional customer service and technical assistance to Oracle Support Engineers.
• Apply troubleshooting techniques to provide unique solutions to our customers' needs.
• Comprehend complex customer heterogeneous environments.
• Resolve issues accurately to help the team meet expected metrics and Service Level Agreements (SLA).
• Assess and prioritize workload, escalate tickets as needed through proper channels to resolve issues in a timely manner.
• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Develop knowledge articles, customer-facing or internal documentation as needed.
• Interface with Oracle's Product Engineering teams as needed.
• Collaborate, communicate, and participate as a team player in a global environment.
• Facilitate excellent customer interactions and display excellent organizational skills.

Required Skills and Experience

• Understanding of cloud services, platforms, technology, migration processes and tools.
• Knowledge of compute, storage, network, database, analytics on a cloud platform.
• Familiarity with OCI tool stack (DevOps Portal, Ocean, Shepherd, Jira-SD, seeks, MFO/VIBE/HERD/TORB, DevOps Pipelines, etc)
• Working knowledge of Linux, MacOS and/or Windows operating systems.
• Proficient in Python, Unix shell scripting, and/or Windows PowerShell
• Good working knowledge of source code management concepts and tools, especially git and git managers (bitbucket, GitHub, etc)
• Analyzing, proposing, and implementing improvements to software and processes via automation.
• Ability to read and understand python, HTML and JavaScript.
• Good understanding of Java errors especially exception stacks.
• Understanding and ability to describe network concepts such as TCP/IP, IPsec, SSL, VPN, Load Balancing, DNS, routing protocols, SSH.
• Basic understanding of network monitoring / troubleshooting tools and authentication methods (2FA,RSA).
• Excellent verbal and written English language communication skills.
• Must be self-motivated and capable of thriving in a self-driven work environment.
• Flexibility to work alternative shifts and occasional on-call or overtime during weekdays, weekends and public holidays per the on-call roster.

Desired Skills (preferred)

• Experience with VirtualBox and Virtual Desktop Infrastructure (VDI) Technology.
• DevOps skills such as Ansible, Kubernetes and terraform.
• Experience creating and using web-based services with RESTful APIs.
• Make, Docker, RPM, InstallShield, or other software build/release tools
• Familiarity with OCI APIs, custom images, OCI Marketplace, etc.
• Oracle Secure Global Desktop (SGD)
• Software build and release best practices

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

CA: Hiring Range in CAD from: $58,100 to $127,000 per annum.
US: Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
 

This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.

For applicants located in the Province of Quebec, a basic proficiency of the French language is required.