Operational management

• Manage L2 support team in Hyderabad for all F&B product groups.
• Assist global Technical Services L2 Manager by ensuring proper resource utilization including recruiting, hiring and training.
• Ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility.
• Execute Global L2 Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity.
• Act as an interface between the Accounts, the support & hosting teams and the operational departments where assistance/ escalation is required.
• Ensure functional testing environments for all required platforms.
• Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives. 
• Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.

 

 

Strategic Management

• Assist next level manager in setting strategic departmental goals based on company objectives.
• Work with next level manager on gap analysis and resource planning.
• Partner with next level management to work with global teams on projects and initiatives for process improvements increasing quality and productivity.
• Develop cross-division training programs to strengthen Enterprise Back Office knowledge within the global L2 application and systems support teams.
• Develop guidelines and procedures for escalating issues from L1 to L2.
• Work with development on guidelines and procedures to escalate issues and report application defects.
• Work with consulting technical services team for process improvement and to ensure the installed systems meet the defined and supported standards.
• Work with global product L2 and L3 teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented.

 

 

Customer Management

• Committed to the delivery of outstanding service to customers.
• Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue. 
• Work with customers proactively through user group meetings or other outreach programs.

 

Employee management

• Prepare and deliver employee workplans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget.

 

• Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans. 

Maintain high departmental morale and is focused on retaining talent

 

Special Skills

 

• Proven communication, presentation and negotiation skills through previous interaction with customers and peers.
• Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals.
• Strong experience in issue resolution, issue prioritization, customer management and technical account management.
• Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams.
• Strong knowledge of Oracle Hospitality Enterprise Back Office solutions (mymicros, mylabor, iCare, XBR, MCP, myinventory, MC)
• Excellent general IT skills and strong knowledge of current technologies.
• Strong experience with virtualization.
• Strong leadership abilities and proven success in coaching and mentoring individual contributors.
• Knowledge of the hospitality and IT industry is essential.
• Good knowledge of Oracle Hospitality F&B applications is required.
• Past experience offering solutions and process improvement. 

 

 

Job Requirements

 

 

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. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Senior Manager will be responsible for all aspects of the respective US Client Relations organization, including the direction of department managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include first line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Bachelors degree as well as at least 5 years Client Relations experience or appropriate related experience at Oracle. A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.