Role Overview :

We are looking for a highly capable Oracle Cloud Infrastructure (OCI) L2 Engineer responsible for managing, troubleshooting, and maintaining OCI environments. The role requires strong hands-on technical expertise, incident management capability, and adherence to ITSM processes to ensure reliable service delivery and customer satisfaction.

The ideal candidate should be able to independently troubleshoot OCI issues, perform root cause analysis, and minimize dependency on OEM support while maintaining high operational standards.

Key Responsibilities :

OCI Operations & Support :

- Provide L2 operational support for Oracle Cloud Infrastructure environments.

- Troubleshoot and resolve issues related to Compute, Networking, Storage, IAM, and Load Balancers.

- Support OCI networking components such as VCN, Subnets, Security Lists, Route Tables, DRG, and Internet Gateways.

- Monitor system performance and ensure availability, reliability, and security of OCI services.

- Support OKE (Oracle Kubernetes Engine) clusters and containerized workloads.

Incident & Problem Management :

- Handle P1/P2/P3 incidents following ITSM processes.

- Perform initial Root Cause Analysis (RCA) for incidents and provide technical insights.

- Ensure incidents are resolved within SLA timelines.

- Escalate issues to L3 or OEM only when required after performing internal troubleshooting.

ITSM Process Compliance :

- Work closely with Incident, Problem, Change, and Request Fulfilment processes.

- Create and update incident reports, RCAs, and change documentation.

- Participate in CAB reviews and service review meetings when required.

Monitoring & Troubleshooting :

- Use monitoring and logging tools to identify performance issues and system anomalies.

- Perform log analysis and system diagnostics for faster issue resolution.

- Monitor alerts, metrics, and system health dashboards.

Automation & Optimization :

- Support basic automation using scripting (Shell/Python) where applicable.

- Assist in improving operational efficiency through automation and monitoring improvements.

- Identify opportunities for performance optimization and cost efficiency in OCI environments.

Documentation & Reporting :

- Maintain operational documentation, runbooks, and SOPs.

- Maintain incident trackers, task trackers, and operational reports (Excel-based reporting).

- Contribute to knowledge base articles and technical documentation.

Required Technical Skills :

OCI Core Services :

Strong understanding of :

- OCI Compute

- OCI Networking (VCN, Subnets, DRG, Route Tables, Gateways)

- OCI IAM

- OCI Block & Object Storage

- OCI Load Balancer

Container & Platform Services :

- Basic experience with OKE (Oracle Kubernetes Engine)

- Understanding of container orchestration concepts

Monitoring & Troubleshooting :

- Experience with OCI Monitoring, Logging, and Alerts

- Basic experience with APM or infrastructure monitoring tools

Automation :

- Basic Shell or Python scripting

- Exposure to automation tools is a plus

ITSM & Operational Skills :

- Strong understanding of ITIL / ITSM processes

- Experience handling Incidents, Problems, Changes, and Service Requests

- Ability to perform structured RCA and documentation

- Experience working in 24x7 support environments

Soft Skills :

- Strong problem-solving and analytical skills

- Ability to handle customer queries confidently

- Good communication and documentation skills

- Ability to work independently with minimal OEM dependency

- Strong ownership and accountability for service delivery

Preferred Qualifications :

- Oracle Cloud Infrastructure Certification (Associate / Professional)

- Experience working in managed services or customer-facing cloud support

- Exposure to DevOps practices and cloud automation tools

Key Expectations from the Role :

- Ability to handle L2 operational responsibilities independently

- Reduced reliance on OEM support for standard troubleshooting

- Ensure SLA compliance and high-quality incident resolution

- Maintain structured documentation and reporting

- Contribute to improving the maturity of OCI operations