Lead Cloud Performance Engineer (A&D, Ultra HA/Exadata)

The role of IFS Lead Cloud Performance Engineer exists within the Unified Support organization/division. As part of a shift operation, they will contribute towards providing 24x7x365 support to IFS customers across the globe within the Aerospace & Defense (A&D) industry vertical.

This position sits within the Unified Support Performance Team dedicated to our Ultra High Availability (Ultra HA) on Oracle Exadata customers. The team owns proactive performance monitoring, deep-dive diagnostics, tuning and capacity management across the full stack Oracle Database on Exadata, the IFS application tiers, and the supporting cloud and network infrastructure to keep these mission-critical environments fast, stable and continuously available. 

As Lead Cloud Performance Engineer, you will be responsible for handling performance-related technical issues reported by customers, service requests, and problem and change management. You will lead performance investigations end to end from detection in the monitoring and observability platforms, through root cause analysis on the Oracle Database and application tiers, to the permanent fix or tuning recommendation. This role involves collaborating with various internal and external stakeholders to ensure problem-solution fits, which ultimately leads toward customer success. You will also play a crucial role in development and maintenance of IFS's products and internal systems.

• Work with other Service Center functions and appropriate stakeholders to resolve long running, complex or major incidents.
• Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds, and service requests.
• Manage an incoming queue of cases, incidents, and service requests within SLA, OLA and KPI targets.
• Support the event management team and their work to enhance the related event processes and tools.
• Proactively monitor the performance and availability of Ultra HA on Exadata environments, and detect, triage and resolve degradation before it impacts the customer's Moment of Service.
• Perform deep-dive Oracle Database performance troubleshooting wait event and AWR/ASH analysis, SQL and execution plan tuning, RAC and Data Guard behavior, storage and I/O bottlenecks on Exadata.
• Analyze end-to-end application performance across the IFS application tiers using APM and observability tooling, correlating application traces with database and infrastructure telemetry.
• Build and maintain dashboards, alerts and SLO/SLI reporting in Elasticsearch, Grafana and Open Telemetry-based tooling, and continuously reduce alert noise and false positives.
• Lead performance root cause analysis for major incidents and produce tuning, configuration and capacity recommendations for customers and internal stakeholders.
• Contribute to capacity planning, load and stress testing, and pre-upgrade or pre-release performance validation for Ultra HA customers.
• Boost productivity significantly with AI by reducing redundant, admin‑heavy tasks and enabling teams to focus on higher‑value work.
• Liaise with IFS R&D and Unified Support Engineering organizations for automation requirements to support cloud-based applications.
• Liaise with IFS R&D and Unified Support Engineering organizations for knowledge sharing with Unified Support Service Operations groups in relation to cloud-based applications.
• Identifying knowledge gaps and compile/ update internal Knowledge Based Articles (KBA) to guide Unified Support Service Operations groups in relation to supporting cloud-based applications.
• Identify and communicate improvement points related to Standard Operating Procedures (SOP) and Processes to the relevant process owners.