Cloud Central team is looking for passionate, innovative, and talented team players who put customer success above everything in their job. We provide best-of-class end-user support to Oracle Cloud Portal (Gen1) & Cloud Console (Gen2) customers. The team oversees supporting business processes and functionality for multiple SaaS services and other cloud hosting service related issues.
**Responsibilities**:
- Provide end-user technical support for Oracle SaaS Cloud Portal features & functionality including:
- Developing the long-term strategy and vision for continuous improvement of Cloud hosting services.
- Identifying, documenting and adopting best practices to improve the Cloud hosting experience.
- Author and contribute to customer facing user guides and knowledge articles.
- Partner with operations, development, and center of excellence (CoE) teams to drive solutions to reduce need for customers to contact Oracle Support.
- Drive standard root cause analysis and defect/enhancement tracking across all technical teams & compliance tracking, influence new features in the Cloud Framework releases
- Develop standards and controls to reduce release defects and regression
- Environment refreshes (Moving data from a source environment to a target environment)
- Activating & provisioning SaaS Cloud accounts & environments
- IP Allowlisting setup
- Environment resizing setup
- Language Pack installation setup
- SaaS account creation & password resets
- Sign-on problems, including Single Sign On (SSO)
- VPN setup & configuration & some types of networking issues (collaborating with Cloud Operations & Networking teams)
- Migration related issues from one data center to another
**Preferred Qualifications and Skills**:
- Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA Or functional degree + technical higher degree
- 7 - 10 years supporting or implementing SaaS products
- 2 - 3 years networking administration
- 3 - 4 years program management experience
- Team player who can work well with team members in a collaborative environment
- Excellent written and verbal communication skills in English
- Demonstrate high attention to detail, problem solving and analytical skills
- Strong ability to solve operational problems, with ability to identify and automate common routines
- Good knowledge on Incidents/Request and Change Management process
- Identify defects and work with different technical teams in analyzing and following up on the issues
- High degree of professionalism, integrity, and helpfulness
- Experience with cloud products and cloud infrastructure
Career Level - IC3