The role aims to solve the operational challenges and ensure the smooth functioning of Oracle Integration Cloud (OIC) customers by leading support teams, driving automation, and collaborating across various Oracle departments. It also involves acting as a point of escalation for critical integration services and partnering with product teams.
Requirements
- Lead 24x7 operations of OIC, including Level 1 and Level 2 (Development Support Engineering) support functions.
- Manage incident lifecycle: detection, triage, root cause analysis (RCA), and corrective/preventive actions (CAPA).
- Champion support automation and implement intelligent monitoring and self-healing capabilities.
- Ensure SLA/SLO adherence and proactive risk mitigation in line with Oracle standards.
- Collaborate with OIC development, Product Management and internal Oracle Support teams.
- Define and execute the roadmap for OIC operational maturity.
- Engage with Oracle’s internal product, Customer Success, and Performance and Stress teams to influence product development and platform improvements.
Responsibilities
- Lead 24x7 operations of OIC, including Level 1 and Level 2 (Development Support Engineering) support functions.
- Manage incident lifecycle: detection, triage, root cause analysis (RCA), and corrective/preventive actions (CAPA).
- Champion support automation and implement intelligent monitoring and self-healing capabilities.
- Ensure SLA/SLO adherence and proactive risk mitigation in line with Oracle standards.
- Collaborate with OIC development, Product Management and internal Oracle Support teams.
- Define and execute the roadmap for OIC operational maturity.
- Engage with Oracle’s internal product, Customer Success, and Performance and Stress teams to influence product development and platform improvements.
Other
- In this highly visible role, you will own the operational strategy and support of OIC customers —leading support teams, driving automation, and collaborating across Oracle lines of business and internal teams.
- You will serve as the point of escalation for critical integration services, and act as a trusted partner to Oracle product teams, Customer Success, and internal stakeholders.
- Define, document, and enforce Standard Operating Procedures (SOPs) and escalation protocols.
- Drive creation and maintenance of knowledge base content and ensure knowledge transfer (KT) across global teams.
- Serve as an escalation point for executive stakeholders (C-level, VP/EVP) on integration performance, risk, and issue resolution.
