Service Desk Analyst - OCI

Job Summary

As an L2 Service Desk Analyst, you will provide advanced incident and escalation management for Oracle Cloud Infrastructure (OCI) and Oracle Cloud Database Services. Partnering closely with internal teams and clients, you will triage technical issues, drive resolutions, and deliver best-in-class support experiences on behalf of Oracle.

Qualifications & Skills

• University Degree, preferably in Computer Science, Engineering, or related field.
• Proficiency in English (written and spoken).
• Strong technical experience with Oracle Cloud Infrastructure (particularly Compute, related logs, limits, work requests).
• Good knowledge of Oracle Cloud Database Services (Exadata, DBCS, ADB) including backup and connectivity troubleshooting, patching, log collection, and tooling (OneView, dbaascli, dbcli, TFA, TDE).
• Demonstrated experience with Oracle Support, Service Requests (SRs), and collaboration tools (e.g., Jira).
• Deep understanding of Oracle Support, Development, Cloud Operations policies, escalation processes, and best practices.
Proven customer service orientation and strong communication skills.

Good-to-Have

• Previous experience in Incident/Escalation Management.
• Experience working across multicultural, global teams.
• Advanced problem-solving, organization, and collaboration skills.
• Experience with case reporting and operational metrics

• Key Responsibilities
• Act as an L2 technical support resource, adhering to all Service Desk processes and procedures.
• Rapidly intake, stabilize, triage, and escalate customer incidents as per global standards.
• Identify, analyze, and resolve Level 2 incidents for OCI (Compute, Storage, Networking, Automation, Load Balancer, OKE) and Cloud Database Services (Exadata, DBCS, ADB), engaging technical teams when necessary.
• Serve as a customer advocate, facilitating clear and proactive communication between the customer and Oracle Support.
• Capture severity and impact of service requests (SRs), collect diagnostics, perform initial analysis, and apply troubleshooting tools (e.g., OneView, TFA, dbaascli, dbcli).
• Collaborate with Support, Development, and Operations teams to accelerate incident resolution and remove roadblocks.
• Maintain comprehensive case documentation, deliver timely status updates, and ensure traceability using reporting tools.
• Participate in conference calls, post-incident reviews, and ensure satisfaction-driven incident closure.
• Foster knowledge-sharing and seamless transitions within the global team via thorough handovers and best practice alignment.