IT Support Specialist

Job Description

Oracle Cloud Infrastructure (OCI) powers Oracle’s global cloud services through highly available, large-scale, enterprise-grade data center environments. The Data Center Infrastructure Operations / Facilities team plays a critical role in sustaining OCI’s performance, security, and operational resilience by ensuring infrastructure systems operate reliably at scale.

You will join a technically rigorous organization with a culture grounded in operational excellence, disciplined processes, and continuous improvement, where infrastructure reliability, safety, and execution quality are foundational to delivering cloud services worldwide.

This role ensures workflow tools operate reliably in a 24x7, mission‑critical environment, enabling effective ticketing, automation, and cross‑team collaboration between IT, engineering, and facilities operations.

• Technical / Industry Experience
• Experience administering Jira and Confluence in enterprise or mission‑critical environments (years of experience commensurate with role level).
• Bachelor’s Degree in Information Technology, Computer Science, or equivalent practical experience.
• Strong proficiency with advanced Jira administration, including permission schemes, automation rules, custom fields, and third‑party app management (e.g., Script Runner).
• Help with onboarding new hires and assisting in setting up their computers.
• Working knowledge of ITIL‑aligned ITSM processes, change management, and security best practices.
• Experience supporting tools used in 24x7 operational environments or infrastructure organizations is strongly preferred.

• Strong troubleshooting and root‑cause analysis skills, with the ability to resolve platform issues efficiently and prevent recurrence.
• Clear, effective communicator with the ability to produce concise technical documentation and guide users through new workflows and features.
• Highly organized and self‑directed, capable of managing multiple priorities while collaborating effectively with both technical and non‑technical stakeholders.

Perform performance trend analysis and manage the server/network capacity. Propose client configuration and implement technical solutions to enhance and/or troubleshoot the system. Work with others to define, coordinate vendor purchase needs. Responsible for support documentation as well.

• Administer, configure, and support Jira and Confluence environments, including advanced customization to meet the needs of data center and infrastructure operations teams.
• Design and maintain custom workflows, dashboards, fields, automation rules, notifications, and permission schemes that support operational execution and visibility.
• Integrate Jira with enterprise platforms and tooling (e.g., Service Now, collaboration tools, automation services) to improve data flow, efficiency, and reporting.
• Monitor application health and performance, troubleshoot issues, and ensure system availability in alignment with Oracle security, audit, and compliance requirements.
• Support platform upgrades, migrations, and patching, ensuring minimal disruption to operational teams.
• Develop and maintain user documentation, standards, and training materials, supporting effective adoption and consistent usage across global teams.
• Provide tiered support and guidance to end users, resolving configuration issues and identifying opportunities to improve workflows and usability.

Global impact at scale:
Contribute directly to how mission‑critical OCI data centers operate across regions and continents, influencing infrastructure reliability, security, sustainability, and long‑term capacity growth.

Technically rigorous environment:
Work alongside experienced engineers, automation specialists, and compliance teams in a rapidly scaling hyperscale cloud infrastructure, where disciplined execution and technical depth matter.

Culture built on operational excellence:
Join an organization that values safety, process rigor, clear accountability, and continuous improvement as foundational to protecting uptime and customer trust.

Long‑term career…