Incident Commander – Oracle Analytics

Stack

Responsibilities

• ▹Handle basic to sophisticated incidents, from large-scale outages to novel incidents impacting individual customers
• ▹Serve as the voice of the customer to keep incident response customer- and mitigation-focused
• ▹Work within a Follow the Sun global shift rotation, covering local daytime hours including holidays and weekends, on a rotational on-call basis
• ▹Engage other IT groups and business partners to drive service restoration, minimize business impact and meet SLA targets
• ▹Communicate incident status to various levels of the organization, including senior leadership
• ▹Document incident details, keep timelines and perform post-incident reviews
• ▹Find opportunities for improvement and lead initiatives to implement them, including creating and implementing new processes
• ▹Own incident management relationships, building and maintaining strong partnerships with incident participants and partners
• ▹Own, create and update incident processes and documentation

Requirements

• ▹Bachelor's degree in computer science or a related technical discipline, or equivalent experience
• ▹Proven track record in incident management and continuous improvement activities
• ▹Extensive knowledge of IT service management concepts and processes
• ▹Experience in technical problem-solving and crisis management concepts
• ▹Detailed knowledge of IT concepts, strategies and methodologies, especially in cloud computing, networking or system administration
• ▹Superb written and verbal communication skills

Nice to have

• ▹ITIL certification or equivalent

Soft skills

About the company

The Services Excellence team within Oracle Analytics innovates, builds and sustains the service management technologies and capabilities that support its products, so they can be world-class services.