Production Software Engineer II

Job Description

Building off our Cloud momentum, Oracle has formed a new organization – Oracle Health Applications & Infrastructure. This team focuses on Tier 3, in-depth client support for Oracle Health products, while the organization builds out a complete platform supporting modernized, automated healthcare. This is a net new line of business, constructed with an entrepreneurial spirit that promotes an energetic and creative environment.

We are unencumbered and will need your contribution to make it a world class engineering center with the focus on excellence. At Oracle Health, our mission is to improve healthcare and quality of life globally through better experience and easier access to health and research data for patients and healthcare providers.

Troubleshooting technical client issues involving databases, applications tools, networks, etc. Tasked with possessing an in depth understanding of the technical code base for their proprietary product(s), as well as integrating products and to use this knowledge to push issues to resolution. This work includes paths involving both identifying issues with end user workflows, as well as issues caused by code defects, and identifying the line of code where the defect is present and proposing potential fixes.

This role partners closely with our development teams. The resource is also expected to be client-facing and be able to communicate with both internal and external stakeholders to relay progress and next steps. The candidate is expected to be highly independent and ready to excitedly dive into our on-the-job training that is provided, upon hire.

• U.S. Citizenship on U.S. soil is required. This position requires you to be eligible to receive a federal security clearance which requires you to be a U.S. Citizen.
• Bachelor of Science degree in Computer Science, Computer Engineering, Software Engineering, Computer Information Systems, Information Systems, Information Technology or related field, or equivalent, relevant work experience
• SQL skills
• Splunk experience
• Troubleshooting code

• Experience with cloud-based applications
• Experience with Java, C , VBA, SQL
• Experience with Oracle Cerner Millennium

• Troubleshoot client issue for databases, applications, tools, networks, etc.
• Create/execute troubleshooting queries to help identify issues and issue impact.
• Gather and analyze log files to identify potential failure source through the use of various troubleshooting tools such as Splunk, Blackbird, BMC Appsight, etc. Understand integration points with related Products and where failure points could appear
• Identify and communicate workarounds when necessary for client requirements.
• When applicable, identify line of code causing issue, work with Service Team to identify path to resolution of defects/enhancements
• Provide technical documentation to Service Team with recreation and causal details
• Recommending potential paths for correction to Service Teams taking into account client needs, custom workflows, potential custom scripts for a unique client, etc.
• Participate in Service Team daily/weekly stand up meetings to help prioritize current issues based on impact/work effort
• Prioritize tickets in queue based on high impact clients, including High Touch, Focus Client, Upgrade Issues, Testing Partner, and Federal
• Provide 24×7 On Call Support for all Products for critical incidents
• Directly communicate regular updates to both internal and external stakeholders
• Assist with Contact Driver ideation and reduction. Engineers are responsible for identifying path to eliminate problematic/repeat volume.
• Potential paths to reduction can include creating scripts for ‘self heals’, working on enhancement/defect improvements, etc.
• Engage in Major Incident Review to identify paths to reduce and eliminate high impact issues.
• Participate in and drive CAPA discussions to further identify paths to eliminate high impact issues
• Possess in-depth knowledge of multiple products/coding languages and be able to communicate understanding to assist other stakeholders, including Tier 2 resources
• Formal mentoring of both T2 and T3…