A great opportunity to join the Service Management Support Centre task force in Oracle. The team delivers Incident Management services (Service Request and RFC Management), Escalation Management, Reporting and Newsletters. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of incident management.

 

Responsibilities

- Understand customer issues and impact, monitor the open incidents and ensure their progress with Oracle engineering teams

- Use the available tools and procedures to manage incidents and engage the appropriate technical teams in the resolution

- Coordinate the technical engineers and communicate promptly with the delivery managers and customers;

- 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;

 

Requirements

- University Degree;

- Master English language;

- Be confident in writing and speaking another language;

- Incident Management process knowledge

- Cloud technology and networking knowledge and experience

- A general technical understanding is required (technical background is a plus)

- Availability to provide stand by (8x5 or 24x7)

 

Skills and Competencies

- Customer and results oriented;

- Strong communication and argument skills;

- Analytical person;

- Self driven and motivated;

- Able to work both within a team and independently;

- Demonstrate attention to details and perseverance

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

- Resourceful and creative, capable to find the best approach for any situation that might occur);

- Committed to high performance

 

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As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

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