A great opportunity to join the Service Management Support Center team in Oracle ACS. The expertise center delivers non-technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

This is a Service Manager role for day and mix shifts, assigned to one of the largest banking transformation projects in Oracle, working as part of a task force of dedicated service managers and other Oracle delivery teams to ensure round-the-clock quality support and coordinated service management, tailored to customer needs.

The role requires remote work on day and/or mixed shifts, which can be either permanent, or alternated on a rotational basis. The working schedule is Monday-Friday, 8h/shift with 1h meal break, as follows:

• Day shift: 8 AM – 5 PM CT
• Mix shift: 4 PM – 1 AM CT

The Service Managers operating on these shifts will be part of a larger task force of Service Managers, dedicated to the same project, and will benefit from training, knowledge transfer, process alignment and interaction.

Responsibilities

• Provide customer-dedicated service and incident management support
• Act as an escalation point for urgent issues
• Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups
• Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams
• Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns
• Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
• Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents
• Ensure traceability of results by using reporting tools to demonstrate progress
• Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency
• Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the project

Requirements

- University Degree

- English proficiency is a must (both written and spoken production)

- Customer service/support background in IT environment preferred

- Incident, escalation or problem management experience represents a plus

- Understanding of ITIL framework and Service Delivery process knowledge would be an extra advantage

Skills and Competencies

- Self-driven, unwavering and committed to growth

- Strong communication and persuasion skills

- Customer, process and results oriented

- Analytical and organized

- Able to maintain sustained focus and deliver prompt response to incidents

- Resourceful and creative, capable to adapt and find the best approach for any situation

- Able to work both within a multicultural team, as well as independently

- Excellent collaboration skills and team work attitude

- Demonstrate attention to details and perseverance

- Committed to delivering value and high performance