Oracle Major Incident Management Facilitator in Guadalajara/Zapopan, Mexico

Major Incident Management Facilitator

Preferred Qualifications


The Major Incident Management (MIM) team seeks to be the premier provider of incident detection, prevention, and response for Oracle’s critical services by avoiding unplanned downtime and restoring services quickly during an outage. In support of Service Restoration, the Major Incident Management Facilitator (MIM Facilitator) will initiate and lead Major Incident Management calls and gather technical resources who can remediate the issue. The MIM Facilitator will also provide business impact updates during incidents to IT leadership as required (in verbal and written form). Another key component of the MIM Facilitator function is to collect relevant incident related statistics and publish operational health metrics to IT senior leadership and others on a regular basis. This includes but is not limited to incident duration, root cause analysis and follow-on preventive/corrective action monitoring.

Key Responsibilities include, but are not limited to:

  • Provides leadership and drives key decisions during major incident resolution conference calls. This includes making business decisions and providing major incident resolution leadership during bridge calls.

  • Owns Major Incident response from start to finish. Works with the Major Incident Management Analyst and partner resolving teams to drive the resolution of high-severity outages impacting IT infrastructure by researching recent changes, monitoring information, and other related data.

  • Assesses the business impact of a Major Incident and identifies key team members or teams that should participate in the restoration activities.

  • Clearly documents the troubleshooting steps taken during the Major Incidents in chronological order and publishes status communications.

  • Communicates effectively to Service Owners, Global IT and Executive Management.

  • Conducts, writes, and publishes root cause and corrective action (RCCA) investigations as requested for incidents.

  • Collaborates with Business Relationship Management to effectively communicate IT Events and IT Incidents to key lines of business.

  • Creates, documents, and executes event-response procedures to prevent service impact and restore service quickly during an outage. Works across appropriate teams to create and maintain documentation.

  • Meets monthly with partner teams and service owners as the MIM Liaison for one or more service offerings in order to build a strong mutual relationship with those teams and to provide the highest level of support for our most critical services.

  • Assists in managing business continuity and recovery of company's information systems.

  • Assists in maintaining the overall effectiveness of technology systems residing in Oracle’s Global IT organization, ensuring high levels of customer satisfaction and availability, 24x7.

  • Assists in maintaining a framework of policies to ensure that standardized methods and best practices are utilized.

  • Participates in IT strategy planning, understanding potential impact to business operations from proposed change and project activities.

  • Contributes to MIM Continual Service Improvement by providing constructive feedback and innovative ideas on processes, documentation, and tooling.


  • 5 years proven hands-on experience with technology systems, including network, server, storage, client or application.

  • 5 years of experience working in a Level 1 or Level 2 support role such as datacenter operations or systems administration.

  • 3 years of ITIL experience (Incident, Problem, Change, Event).

  • Preferred to have 2 years of experience in a lead or manager role.

  • Must possess strong analytical and problem solving skills, with a proven track record of executing calmly against tough deadlines.

  • Must demonstrate an ability to establish relationships and build rapport in order to influence colleagues at all levels, uncover business or technical issues, and facilitate their resolution.

  • Must demonstrate the ability to lead an audience, regardless of their organizational role.

  • Comfortable with team dynamics and openly seeks and shares information across teams and departments, coordinating and combining competencies for the best overall result.

  • Excels in all facets of verbal and written communication; leads and inspires the team via open communication, effective listening, and strong collaborative networks; has excellent negotiation skills, is an expert coordinator, and has an ability to orchestrate change through influence.

  • Candidate must be fluent in the English language, including strong verbal and well-constructed written skills.

  • Identifies bottlenecks and pain points and directs resources to address the challenges in a directed, methodical, cost-effective, and data-driven manner; leverages analytical experience to build a road map to meet the needs of the department and the employer.

  • Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities; understands the need to shift focus and priorities as required and successfully leads others through periods of change.

  • Considers and implements creative and innovative approaches to tackle new issues/challenges in an aggressive manner; encourages the team to take advantage of self-directed learning opportunities.

  • Possesses genuine desire to provide superior customer service.

  • Understands DevOps and Cloud concepts and how to apply Site Reliability Engineering ideas to make service offerings more scalable, reliable, and efficient.

Education / Certifications:

  • Bachelors and/or Master Degree in Computer Science

  • ITIL v3 Foundations

  • ITIL Service Operations certification preferred

Detailed Description and Job Requirements

As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

As a member of the Help Desk, solve specific, complex technical problems to provide and apply real time solutions in the areas of 'Email problems and functionality questions 'Network printer problems(stopping/starting queue, usage) 'Data Communication/Networking troubleshooting 'Remote network dial in access-PPP and Serial 'PC configuration and network configuration 'Oracle Base Image laptop support Innovate and document new methods and procedures as needed. Verify procedures are being followed and notify proper resource if they are not in compliance. May determine methods and procedures on new assignments and provide supervision and training to lower level personnel.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Prefer eight years of related experience in a medium to large network distributed and computing environment with a BS in Computer Science or related field.

Job: Information Technology

Location: MX-MX,Mexico-Guadalajara/Zapopan

Job Type: Regular Employee Hire

Organization: Oracle