Key Responsibilities:
- Monitor IT systems and applications to detect incidents and service interruptions.
- Triage and classify incoming incident reports according to severity and impact.
- Coordinate incident response, ensuring that relevant support teams are engaged.
- Perform initial troubleshooting steps to assist in rapid resolution.
- Escalate incidents as necessary and ensure timely communication to stakeholders.
- Track incident progress, document findings and actions in the incident management system.
- Conduct root cause analysis and contribute to post-incident review meetings.
- Create and maintain incident-related documentation, runbooks, and knowledge base articles.
- Ensure compliance with organizational policies, security, and privacy standards during incident management.
- Identify opportunities for continuous improvement in incident management processes.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field, or relevant work experience.
- Experience with IT Service Management tools (e.g., ServiceNow, Remedy, Jira).
- Understanding of incident management frameworks (e.g., ITIL).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively in high-pressure or time-sensitive situations.
- Attention to detail and commitment to process compliance.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience working in enterprise environments.
- Knowledge of network, server, and application troubleshooting.
Responsibilities
Key Responsibilities:
- Monitor IT systems and applications to detect incidents and service interruptions.
- Triage and classify incoming incident reports according to severity and impact.
- Coordinate incident response, ensuring that relevant support teams are engaged.
- Perform initial troubleshooting steps to assist in rapid resolution.
- Escalate incidents as necessary and ensure timely communication to stakeholders.
- Track incident progress, document findings and actions in the incident management system.
- Conduct root cause analysis and contribute to post-incident review meetings.
- Create and maintain incident-related documentation, runbooks, and knowledge base articles.
- Ensure compliance with organizational policies, security, and privacy standards during incident management.
- Identify opportunities for continuous improvement in incident management processes.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field, or relevant work experience.
- Experience with IT Service Management tools (e.g., ServiceNow, Remedy, Jira).
- Understanding of incident management frameworks (e.g., ITIL).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively in high-pressure or time-sensitive situations.
- Attention to detail and commitment to process compliance.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience working in enterprise environments.
- Knowledge of network, server, and application troubleshooting.
Qualifications
Career Level - IC1
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
