As a member of the Network Team within Oracle's Cloud Infrastructure (OCI) organization, you will play a key role in delivering reliable and secure connectivity solutions for our customers.
You'll be working closely with OCI customers to resolve complex network challenges, ensuring they can run their cloud services smoothly and without disruption, ultimately supporting the seamless operation of their businesses.
This role is part of a team developed with an entrepreneurial spirit and a focus on excellence, providing rock solid cloud solutions that offer high reliability and cost-effectiveness.
The position is focused on post-sales support; assisting customers to solve and resolve issues they face while using our Cloud services.
Work is non-routine and very complex, involving the application of advanced technical/business skills in Network management and troubleshooting.
Career Level - IC2.

Responsibilities

We are looking for an experienced network support engineer with a strong technical background to help us transform the OCI network.
As a Network Engineer, you will be responsible for the delivery and operation of critical customers connectivity services.
You will work with peers, management, and project managers to deliver solutions, maintain network services, and provide escalation support for the Escalations team.
Have a data-driven mindset/passion.
Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
Act on behalf of the customer as their cloud support (technical) team, partnering with engineering, platform operations, and customer service teams to restore customer availability.
Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of incident (Service Ticket) lifecycle.
Focus on support/incidents & issues.
Document key learnings and other relevant details as part of the support you provide.
Continually improve skills through work experience and training(s).
Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.
Identify opportunities to automate responses to common operational problems and requests.
Ensure compliance, configuration and data quality levels are maintained.
Work with internal stakeholders, external network, and security vendors.
Document work instructions or procedures.

Experience

Interpersonal

Good written and verbal English communication skills.
Effectively communicate with people on both a technical and non-technical level.
Ability to work with a global, remote workforce.
Self-motivated professional with the ability to work in a pressured production environment while not compromising on the quality of the service provided.
A focus on customer service / satisfaction.

Technical

Bachelor's degree, in Computer Science, MIS or related field.
2+ years experience in Infrastructure or related field.
Experience supporting network and network security technologies, including:
Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL.
SDWAN.
Routers and switches such as Cisco Nexus, Juniper MX, and Arista.
Firewalls such as Fortinet, Juniper, and Palo Alto.
Load balancers such as F5.
In-depth knowledge of routing and switching.
Experience performing regular capacity management functions for network and security components.
Demonstrated ability to quickly troubleshoot network and network security problems to root cause, to restore service and to identify long term corrective and preventative actions.
Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions.

Preferred Skills

CCNA / CCNP Security OR Fortinet Network Security Expert (NSE) or equivalent.
Technical understanding and practical application of network protocols and technology.
VPN - IPSEC and SSL.
Firewalls and load balancers, security policy management.
Network / Security monitoring tools such as: SNMP, MTRG, Prometheus and Grafana etc.
Technical understanding and practical application of security support.
Technical understanding and practical application of DevOps.
Continuous Integration / Continuous Delivery & Deployment Tools.
Network as Code strategy.
Familiarity of IaaS/PaaS/SaaS infrastructure/environments.
Integration technologies (APIs).
Scripting experience in Ansible, Python, others.