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Middle (2-5 ani), Senior (5-10 ani), Entry (0-2 ani)

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Summary of Cloud Central Role

The Cloud Central team acts as a liaison between CloudOps and customers regarding both planned and unplanned events impacting customer environments. The role requires familiarity with Cloud environments and light product support and troubleshooting as Cloud Central engineers triage incoming issues to determine if they are product or operational in nature. In addition it will include responsibilities to help minor provisioning issues.


Cloud Central Responsibilities

·        Act as bridge between CloudOps team and external customers during planned and unplanned events

·        ProvideSupport to both the CloudOps team and external customers

·        Provide CloudOps team with required customer information needed to troubleshoot an operational event

·        Provide external customers with up-to-date, relevant information regarding the status of operational events impacting their environment

·        Verify and confirm operational events are either occurring or have been resolved

·        Help troubleshoot minor provisioning issues

·        Work closely with CloudOps to manage capacity of Cloud environments


Knowledge requirement

  • Experience in an application support role in any Middleware Infrastructure (WebLogic,IBM, Oracle) based applications running on Solaris / Linux/Windows operating systems using Oracle databases)
  • Basic Knowledge on Database admin activity (Ex Start/Stop,Data File management, Virtual memory management) ,
  • Basic knowledge on Network admin activity (viz port opening, DNS, File protocols)
  • Basic Knowledge on Infrastructure, platforms (viz server management down, user creation, kernel, CPU utilization, expand/monitor disk space)
  • Basic knowledge on any Web-server (Oracle, websphere, iplanet, jboss)
  • Basic knowledge on storage management (managing the IO resource, raw device mapping, storage RA's)


Cloud Central Tasks

·        Monitor incoming Environment related Service Request (SRs) queue

·        Confirm customer’s issue through series of tests

·        Engage CloudOps for operational events impacting the Cloud environment

·        Post and update customer facing alerts for operational events impacting the Cloud environment

·        Provide customer SRs with updates regarding the status of the issue impacting their Cloud environment

·        Monitor a 24/7 chat room with CloudOps team where information can be shared regarding issues


Cloud Central Requirements

·        Customer focused. Willingness to interact directly and frequently with customers on the phone and through SRs

·        Strong communication skill

·        Process oriented

·        Good grasp on Web technology and moderate troubleshooting skills

·        Ability to multi-task in stressful, deadline-driven situations


Typical issues we handle

  • Managing Cloning of Applications (production to test and Test to Test)
  • Federation/SSO Enablement: Explaining Oracle Identity Federation setup and kick start that process
  • FTP/SFTP/Port Opening issues, VPN issues, Akamai enablement
  • Email Template changes - change the content of an email template
  • Assisting in provisioning of applications
  • Enabling Administrators/changing Admins, mass user additions- Password resets, account lockout - IP Whitelisting
  • Cloud Portal Related issues
  • My Account, My Services and Application Service Notification related queries
  • Cloud Adaptor to enable data extraction
  • Resend welcome emails and New Admin set up related issues
  • Patching & NLS Patching, Patch requests and Language packs