• BS/BA Degree in Engineering, Computer Science, IT Business or equivalent experience.
• Minimum of 3 years in a technical leader position or equivalent experience
• ITIL/DevOps/Scrum/OCI certification desired
• One year systems architect or equivalent experience within the computer related industry desired
• Accountable for maintaining customer satisfaction goals around System Support.
• Active participant and contributor to the account team taking ownership of Oracle System Support issues and escalations directly associated with the contracted services.
• Responsible for Service Level Agreement Management in the assigned account ensuring system support services are delivered to meet contractual specifications.
• Control Operating Level Agreements with other Oracle delivery team functions.
• Responsible for identifying incremental Service business opportunities.
• Ensure high quality Oracle Premier Support for Systems deliverables and proactive approach fostering recurrent revenue growth and customer loyalty.

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.  Works primarily at customer sites.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 8 years relevant work experience. BS/BA preferred.