Job Description

Description

Oracle is hiring a Critical Engagement Manager for its Global Critical Engagement team, a team dedicated to driving some of Oracle’s toughest and most complex technical customer situations, to resolution. By joining our proven team of professionals, you will assist customers worldwide in resolving complex, multi layered issues that will require an expansive skill set to deliver a quality end solution in a timely manner.

Your focus will be to deliver high quality support to Oracle’s customers around the globe and across all of the Storage Virtualization & Operating System (SVOS) portfolio. You will lead and actively participate in customer and internal engagements. You will balance the needs of support, development and engineering teams while serving as an advocate for our customers. This role involves driving teams to resolve reactive post-sales technical customer inquiries as well as proactive engagements relating to identified customer, product or portfolio needs.

As a primary escalation point of contact for critical engagements you are responsible for but not limited to facilitating internal/external meetings, creating action plans to drive timely resolution, coordination of cross team and cross organization resources to deliver high quality, customer facing results. You will be fully accountable for the engagement(s) that you drive with responsibilities to report out to Oracle executives on progress, obstacles, and resolution plans.

Requirements

• Technical degree i.e., BS Computer Science / Management Information Systems / Engineering / Science / Math with a 3.0 GPA or (for Applications) proven professional / technical experience

• Fluency in English both verbal and written

• Experience and background in technical product support with demonstrated strong analytical and troubleshooting skills

• 6+ years of high-technology industry experience managing customer incidents, escalations, and critical situations

• Experience dealing with key customers and complex technical issues

• Experience identifying and implementing process improvements

• Knowledge of Oracle’s HW, SW, Cloud portfolio

• Experience in Kepner Tregoe and CAPA methodologies

• Ability to work on problems of diverse scope where data analysis requires evaluation of identifiable factors

• Experience dealing with complex implementations and cross-functional teams

• Outstanding communication skills and experience planning and communicating with diverse stakeholders with differing goals, ranging from individual contributors to executive management

Career Level - IC4

Responsibilities

Responsibilities include but are not limited to

• Manage critical customer engagements by providing leadership and guidance to technical support engineers, development engineers, customer success managers, account teams and engineering partners, towards resolution of complex, technical customer situations.

• Perform technical project and problem escalation management using a holistic approach, typically from initiation and actively driving through to resolution delivery, while ensuring that appropriate resources are engaged when needed.

• Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific engagements to completion in a timely manner.

• Use excellent communication skills to keep all relevant parties informed and updated throughout the engagement.

• Be a point of contact for internal and external critical engagement requests

• Provide updates to internal stakeholders in a manner which is consistent for the intended audience, including technical support delivery, sales, and executives.

• Document case quality analysis on critical engagements and perform Kepner Tregoe related incident mapping and/or Corrective and Preventive Actions (CAPA) of the engagement for identification of breakpoints in process or product related defects that need to be resolved.

• Display and always maintain a high level of professional behavior.

• Act as an interface between Support, Sales, Development, Egineering and Advanced Customer Service / Customer Success Service organizations.

• Identify and grow your skills ensuring to deliver the highest quality support to Oracle customers.

• Work nights / weekends / holidays / as necessary to support the business.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $94,200 to $223,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer