Job Description

Oracle is changing the cloud industry and has built the most modern, performance focused, and resilient cloud offering in the market today. We seek your cloud expertise to deliver a game changing cloud experience to our customers. You will be responsible for engaging directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.

 

You will have the opportunity to help shape the cloud product and influence the adoption and usage patterns among top Oracle customers. You should have a demonstrated ability to think strategically about business, create technical definition around customer objectives in complex situations, develop solution strategies, motivate and mobilize resources, and deliver results.

 

If you are a change agent who can dream big and inspire customers – we want to meet you!

 

Job Responsibilities

• Responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of OCI products.
• Deliver regular service delivery reviews to assigned customers, together with recommendations for improvements to align with best practices.
• Act as the primary liaison between Oracle, the customer, and other involved parties. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business analysis, technical consulting and project management skills.
• Responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Engineering, Operations, etc.) and coordinating resources as necessary to resolve problems.
• Collaborate daily with team members from EMEA, APAC, and North America.  
• Job duties are varied and complex utilizing independent judgment.
• 5 - 10 years of professional Information Systems experience, preferably in global and diverse organizations

 

Job Requirements

• Develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction.
• Background in Technical Operations and Support is required
• Basic understanding of Cloud Technology and Microservices
• Represent the customer as a single point of contact within Oracle.
• Manage the support and operations engagement as defined by the customer requirements
• Develop and maintain relationships with senior management across lines of business and third parties
• Plan and deploy Support and Operational activities to ensure effective delivery
• Advise the account on effective and efficient ways to use Oracle support services
• Engage directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.

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 Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).