4Bell Technology

Job Description

Key Responsibilities

OCI Operations & Support

• Provide L2 operational support for Oracle Cloud Infrastructure environments.
• Troubleshoot and resolve issues related to Compute, Networking, Storage, IAM, and Load Balancers.
• Support OCI networking components such as VCN, Subnets, Security Lists, Route Tables, DRG, and Internet Gateways.
• Monitor system performance and ensure availability, reliability, and security of OCI services.
• Support OKE (Oracle Kubernetes Engine) clusters and containerized workloads.

Incident & Problem Management

• Handle P1/P2/P3 incidents following ITSM processes.
• Perform initial Root Cause Analysis (RCA) for incidents and provide technical insights.
• Ensure incidents are resolved within SLA timelines.
• Escalate issues to L3 or OEM only when required after performing internal troubleshooting.

ITSM Process Compliance

• Work closely with Incident, Problem, Change, and Request Fulfilment processes.
• Create and update incident reports, RCAs, and change documentation.
• Participate in CAB reviews and service review meetings when required.

Monitoring & Troubleshooting

• Use monitoring and logging tools to identify performance issues and system anomalies.
• Perform log analysis and system diagnostics for faster issue resolution.
• Monitor alerts, metrics, and system health dashboards.

Automation & Optimization

• Support basic automation using scripting (Shell/Python) where applicable.
• Assist in improving operational efficiency through automation and monitoring improvements.
• Identify opportunities for performance optimization and cost efficiency in OCI environments.

Documentation & Reporting

• Maintain operational documentation, runbooks, and SOPs.
• Maintain incident trackers, task trackers, and operational reports (Excel-based reporting).
• Contribute to knowledge base articles and technical documentation.

Required Technical Skills

OCI Core Services

Strong understanding of:

• OCI Compute
• OCI Networking (VCN, Subnets, DRG, Route Tables, Gateways)
• OCI IAM
• OCI Block & Object Storage
• OCI Load Balancer

Container & Platform Services

• Basic experience with OKE (Oracle Kubernetes Engine)
• Understanding of container orchestration concepts

Monitoring & Troubleshooting

• Experience with OCI Monitoring, Logging, and Alerts
• Basic experience with APM or infrastructure monitoring tools

Automation

• Basic Shell or Python scripting
• Exposure to automation tools is a plus

ITSM & Operational Skills

• Strong understanding of ITIL / ITSM processes
• Experience handling Incidents, Problems, Changes, and Service Requests
• Ability to perform structured RCA and documentation
• Experience working in 24x7 support environments

Soft Skills

• Strong problem-solving and analytical skills
• Ability to handle customer queries confidently
• Good communication and documentation skills
• Ability to work independently with minimal OEM dependency
• Strong ownership and accountability for service delivery

Preferred Qualifications

• Oracle Cloud Infrastructure Certification (Associate / Professional)
• Experience working in managed services or customer-facing cloud support
• Exposure to DevOps practices and cloud automation tools

Key Expectations from the Role

• Ability to handle L2 operational responsibilities independently
• Reduced reliance on OEM support for standard troubleshooting
• Ensure SLA compliance and high-quality incident resolution
• Maintain structured documentation and reporting
• Contribute to improving the maturity of OCI operations