Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Oracle Database Administration (DBA)
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
PPL Corporation is one of the largest investor-owned utilities in the US, operating across Kentucky (KY), Pennsylvania (PA), and Rhode Island (RI). Accenture provides managed database services across PPL's enterprise Oracle Database fleet of 384 databases, spanning Oracle 19c, 12.1, and 11g environments supporting critical operational technology systems including OMS (Outage Management System), EFD (Electric Field Dispatch), SCADA, and metering infrastructure.
As an Associate Oracle Database Administrator, you will work within the Accenture Managed Services team embedded at PPL, supporting day-to-day database operations, incident response, and a strategic shift toward automated database lifecycle management using Oracle Enterprise Manager (OEM) Fleet Maintenance and the Database Lifecycle Management (DBLM) Pack.
This is a hands-on technical role with direct exposure to large-scale utility database operations, quarterly Oracle CPU patching, major incident management, and an active NextGen modernization programme upgrading PA/RI databases from end-of-life Oracle versions to Oracle 19c.
Roles & Responsibilities:
Database Operations & Monitoring
- Monitor health and performance of assigned Oracle 19c databases across KY, PA, and RI environments using Oracle Enterprise Manager (OEM) Cloud Control
- Respond to OEM alerts, threshold breaches, and ServiceNow incidents within agreed SLA windows
- Perform routine DBA tasks including space management, tablespace monitoring, listener health checks, and archive log management
- Support Oracle archiver health and ensure meter transaction processing databases (RI RCRD, OMS) remain operational — directly relevant to recent major incidents INC1321791 and INC1340012
- Maintain database availability targets in line with PPL's operational requirements for OT-adjacent systems
Patching & Change Management
- Execute quarterly Oracle Critical Patch Update (CPU) deployments across the KY Oracle 19c fleet (172 databases) using OPatch under senior DBA supervision
- Follow the established manual OPatch patching runbook: pre-checks, backup confirmation, OPatch apply, datapatch execution, and post-patch validation
- Maintain the PPL patch compliance register after each quarterly cycle, recording patch numbers, datapatch status, host names, and CR references
- Raise and manage ServiceNow Change Requests (CRs) for all patching activities, coordinating maintenance windows with PPL operations and application teams
- Support the transition to OEM Fleet Maintenance automated patching once the DBLM Pack is licensed and deployed
Incident & Problem Management
- Participate in major incident bridge calls for P2 and above database-related incidents, providing DBA triage and diagnosis
- Perform root cause analysis for database incidents and document findings in ServiceNow
- Support application teams (EFD, OMS, metering) with post-incident database health validation
- Escalate to senior DBAs or Oracle Support when incidents exceed associate-level resolution scope
Security & Compliance
- Maintain accurate patch inventory records for all assigned databases to support quarterly compliance reporting to PPL's Cybersecurity Risk team
- Implement compensating controls (access restriction, enhanced monitoring) on end-of-life Oracle 11g databases as directed
- Support Oracle vulnerability assessments and contribute data to the Fleet Patch Status and Security Advisory Reports
- Adhere to NERC CIP and PPL IT security policies in all database activities
Documentation & Continuous Improvement
- Maintain and improve DBA runbooks, patching checklists, and operational procedures
- Contribute to the development of the OEM Fleet Maintenance Gold Image build and validation process
Professional & Technical Skills:
Technical
- 10–14 years hands-on Oracle Database administration experience (Oracle 19c & Lower versions preferred)
- Working knowledge of OPatch patching process: lsinventory, conflict checks, apply, rollback, and datapatch
- Familiarity with Oracle RMAN backup and recovery procedures
- Basic SQL and PL/SQL skills — able to query views, dba views, and dba registry sqlpatch
- Experience with Oracle listener management (lsnrctl) and basic alert log analysis
- Comfortable working in Linux/Unix command-line environments (RHEL preferred)
- Understanding of Oracle Enterprise Manager (OEM) Cloud Control for monitoring and alert management
Process & Tools
- Experience raising and managing change requests in ServiceNow or equivalent ITSM platform
- Ability to follow structured runbooks and escalation procedures precisely
- Comfortable working in a managed services environment with defined SLAs and change control processes
NICE TO HAVE
- Exposure to Oracle Fleet Patching and Provisioning (FPP) or OEM Fleet Maintenance
- Experience with Oracle RAC (Real Application Clusters) environments
- Familiarity with Oracle Data Guard or RMAN standby configurations
- Shell scripting (bash) for DBA automation tasks — ability to write or modify patching wrapper scripts
- Knowledge of Oracle 12.1 to 19c upgrade paths relevant to the PA/RI NextGen programme
- Experience in a utility, energy, or OT-adjacent database environment
- Oracle OCA (Oracle Certified Associate) or OCP (Oracle Certified Professional) certification or working toward one
WHAT YOU WILL LEARN IN THIS ROLE
- End-to-end Oracle CPU patching at scale — from manual OPatch to OEM Fleet Maintenance automation
- Database lifecycle management in a large regulated utility environment with NERC CIP compliance requirements
- Oracle Enterprise Manager Cloud Control 13.5 — monitoring, alerting, patch compliance reporting, and Fleet Maintenance
- Major incident management for OT-adjacent systems (SCADA, OMS, metering) where database availability directly impacts operational safety
- ServiceNow ITSM processes including CR management, incident response, and patch compliance evidence collection
- Practical exposure to a large-scale Oracle database modernisation programme (NextGen: Oracle 12.1 / 11g 19c)
Additional Information:
- Bachelor's degree in Computer Science, Information Technology, or related field — or equivalent practical experience
- 10–14 years Oracle DBA experience in a production environment
- Ability to participate in on-call rotation for P2 major incident response
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