Cloud Incident Manager – AMERICAS Service Desk L2

Oracle; Región Centro; Presencial; MXN 40,000 - 60,000; Jornada completa

Descripción de la vacante

A leading cloud services provider is seeking a Technical Support Specialist in Jalisco, Mexico. The role involves providing L2 support, managing customer incidents, and ensuring satisfaction with service delivery. Ideal candidates will have a University Degree, strong expertise in OCI and Oracle Cloud Database Services, and excellent communication skills. This position offers opportunities for professional growth in a dynamic environment.

Formación

• English proficiency is a must (both written and spoken production).
• Good knowledge in OCI and Oracle Cloud Database Services.
• Previous Incident Management / Escalation Management experience is a plus.

Responsabilidades

• Act as part of the Global Service Desk as L2 technical support.
• Provide rapid intake, triage, stabilization, and coordinated escalation for customer incidents.
• Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams.

Conocimientos

OCI

Oracle Cloud Database Services

Analytical and organized

Strong communication and persuasion skills

Customer, process and results oriented

Educación

University Degree

Descripción del empleo

Responsibilities

• Act as part of the Global Service Desk as L2 technical support, adhere to and observe all the processes and procedures designed for the function
• Provide rapid intake, triage, stabilization, and coordinated escalation for customer incidents
• Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices,
• Provide customer service and incident management support, as per Service Desk delivery standards and Oracle Support policies
• Act as a customer advocate by serving as a liaison between the customer and Oracle Support teams.
• Proactively address concerns related to SR progress, timely issue resolution, project deadline risks, and critical system impacts, while driving coordinated actions to ensure they are effectively resolved.
• Partner closely with customers to capture SR severity and impact, collect diagnostic data, capture error details using tools such as OneView, perform initial analysis and triage, and, where possible, resolve SRs independently.
• Assist with action plan implementation and collaborate with Support teams to remove roadblocks and accelerate resolution timelines.
• Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
• Use the available tools and procedures to manage and elevate incidents and to engage the appropriate technical teams in the resolution
• Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
• Confirm incidents’ closure to customer satisfaction and contribute to post‑incident reviews
• Maintain clear, compliant communications and drive cases to timely mitigation or documented resolution.
• Ensure traceability of results by using reporting tools to accurately capture delivery
• Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk

Career Level - IC3

Requirements

• University Degree
• English proficiency is a must (both written and spoken production)
• Working knowledge of OCI ( Focus on Compute - Limits, Capacity Issues, Work requests, HAR files, OS Watcher etc)
• Good knowledge of Oracle Cloud Database Services (Exadata, DBCS, ADB) - Focus on Backup failures, Connectivity issues , Data Guard association failures, Cloud tooling such as dbaascli and dbcli, Log collections, OneView, TFA, TDE troubleshooting, Patching etc)
• Very good experience in working with Oracle Support, Service Requests and Jira tickets
• High awareness of Oracle Support, Development, Cloud Operations policies, processes, working flows and best practices, including escalation management
• Previous Incident Management / Escalation Management experience is a plus

Skills and Competencies

• Primary technical areas of expertise: OCI, Oracle Cloud Database Services (primarily Exadata, DBCS, ADB)
• Analytical and organized
• Able to maintain sustained focus and deliver prompt response to incidents
• Strong communication and persuasion skills
• Customer, process and results oriented
• Committed to delivering value and high performance
• Self-driven, unwavering and committed to growth
• Resourceful and creative, capable to adapt and find the best approach for any situation
• Able to work both within a multicultural team
• Excellent collaboration skills and team work attitude
• Demonstrate attention to details and perseverance