Reporting to the Connected Customer Service Delivery Senior Manager in the Americas, the Primary Support Engineer (PSE) role is for a senior technical resource to deliver Cloud and Connected Services to a variety of diverse and demanding customers located in North America.
The PSE is a named resource to customers who provides technical leadership and advice both externally, and internally to other delivery teams to maximize customer satisfaction, assure quality and maintain control of the services delivered, in close collaboration with the ACS Technical Account Manager (TAM) assigned to those customers. The PSE is responsible to manage the technical resolution of critical Incidents when the customer's business function is down.
The PSE
works closely and directly with customer representatives, TAMs and different Advanced
Monitoring and Resolution (AM&R) tiers to ensure that the services
described in the contract are delivered efficiently and with the highest
standards of quality. The PSE role is mainly focused on proactive support,
which is a key differentiator in the AM&R support model. The PSE tracks the
AM&R service delivery very closely and continuously in order to quickly
detect and address any possible gap.
Responsibilities\:
- Be the customer facing technical lead role
- Maintain high levels of customer satisfaction
- Be aligned with both customer and TAM to ensure service delivery within the contractual scope
- Keep a high level of service delivery quality (control, predictability and consistency)
- Maintain the operational stability of customer environments
- Ensure the service delivery efficiency by pushing standardized processes and tools
- Communicate new growth opportunities to management
- Overall customer support and satisfaction
- Internal Customer Subject Matter Expert
- Technical Service Subject Matter Expert
- Lead technical resource for\:
- Critical Incidents
- Problem Management
- Proactive Support
- Change Management
Qualifications
- Proficiency in English and French a must
- Degree in a relevant discipline or equivalent
experience
- At least 10 years of experience in a senior
technical role within an IT support organization
- Expert in one or more Oracle software
products
- Expert in one or more Oracle engineered
systems products
- Expert in one or more enterprise level
operating systems
- Strong background and work experience in an
IT support or operations discipline
- Excellent written and verbal communication
skills
- Excellent presentation skills
- Excellent computer skills (spreadsheets, documents,
presentations)
- Proven ability to work with Fortune 100
customers in pressured or escalation situations
- Excellent interpersonal skills and a
collaborative management style
- Ability to lead diverse technical teams
towards resolution of critical issues
- Ability to challenge and debate issues of
importance to the organization
- Ability to work without supervision
- Persuasive with details and facts
- Delegate responsibilities effectively
- Experience in working internationally
- Continuous approach to self-improvement
As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.!|!
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