Overview

We are seeking a Senior Technical Analyst in Bengaluru to join our Oracle Cloud Infrastructure (OCI) observability and management cloud services team, driven by a Customer First approach. This role acts as a crucial link between Support and Development teams to enhance OCI service resiliency and supportability. The successful candidate will handle customer Service Requests (SRs) to ensure the highest level of satisfaction.

Responsibilities

• Analyze and resolve complex customer Service Requests (SRs) related to OCI observability and management services.
• Collaborate with Development teams to identify and address service resiliency issues.
• Triage, diagnose, and troubleshoot OCI cloud service problems efficiently.
• Provide technical guidance and solutions to improve service supportability.
• Monitor and optimize OCI service performance using observability tools.
• Document findings, root causes, and resolutions for knowledge base enhancement.
• Engage with customers to understand issues and deliver high-satisfaction outcomes.
• Contribute to proactive measures for preventing service disruptions.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field.
• 5+ years of experience in cloud infrastructure support, preferably OCI or similar platforms.
• Strong knowledge of Oracle Cloud Infrastructure services and observability tools.
• Proficiency in troubleshooting, scripting (Python/Bash), and Linux/Unix systems.
• Excellent problem-solving skills and customer-facing communication abilities.
• Experience bridging support and engineering teams for product improvements.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health insurance and wellness programs.
• Flexible work arrangements and hybrid model.
• Professional development with training and certifications.
• Generous paid time off and employee assistance programs.