Oracle Sr. Escalation Engineer in Bedford, Massachusetts

Analyze, design develop, troubleshoot and debug software programs for commercial or end user applications. Writes code, completes programming and performs testing and debugging of applications.

As a member of the software engineering division, you will specify, design and implement major changes to existing software architecture. Create new architecture for a moderate size product or a portion of a major product. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to ensure consistency, testability and portability across products in general.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Recommends and justifies major changes to existing products/services/processes. BS or MS degree or equivalent experience relevant to functional area. 8 or more years of software engineering or related experience.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

The escalation team s primary mission is to handle with ordering,structuring, and bringing in the management's attention to a major incident ora problem, which has escalated beyond its limits. The engineer works in a team and their mainresponsibility is to aid the service engineer by triaging, prioritizing andreassigning their work in the most critical situation. They analyze the currentscenario of an organization, locate, and highlight certain issues whichrequires immediate response, and allows the organization to track that criticalproblem, monitor it appropriately, and manage the escalating situation.

The key responsibilities of an escalation engineer comprise:

  • Performing an initial assessment and intake of an escalated cases brought to the attention of executive leadership.

  • Following the lifecycle of the escalation process within the organization, ensuring that all parties involved have a clearly defined problem statement, action plan and expected resolution at every stage.

  • Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task

  • Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process

  • Providing technical analysis and investigation in an escalation to ensure that the appropriate parties are engaged and following a course of action that delivers results for the customer.

  • Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly

The main responsibility of an escalation engineer is to bring technicaldepth, order, structure, and focused attention to the customer's problems inorder to gain complete consumer satisfaction.

Core technical skills for this job role include:

Fundamentalunderstanding of network technologies including the OSI model, routing,switching and application level protocols (HTTP)

Understanding ofIaaS and PaaS based cloud technologies. Specific experience with Oracle Cloud Services a plus

Demonstratedability to define and drive support process to deliver customers results.

Deepunderstanding of specific cloud IaaS technologies, including: cloud compute,load balancing, BLOB/object storage, messaging, etc.

Deepunderstanding of specific cloud PaaS technologies, including: API services(REST/SOAP), application containers (Docker or others), database (bothrelational and document/non-relational), event hub, message queues, etc.

Familiarity withbusiness intelligence/reporting platforms preferred.

Job: *Product Development

Organization: *Oracle

Title: Sr. Escalation Engineer

Location: United States

Requisition ID: 180009D2