Job Description

About Oracle Advanced Customer Services

Who better to support Oracle...than Oracle? https://www.oracle.com/support/advanced-customer-services/

With over 20 years of providing dedicated support to more than 6,000 companies in 100 different countries, services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more.

When business continuity is crucial and you need mission-critical support, Oracle Advanced Customer Services offers proactive guidance and preventative services delivered by a dedicated support team. This mission-critical support is to drive high availability across the entire Oracle IT stack—from applications, middleware, and database to servers, storage, and network devices.

Oracle Advanced Customer Services, delivers the high availability and mission-critical support businesses demands. A team of Advanced Support Engineers work closely with customers, both onsite and remotely, to provide 24/7 personalized support. The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues.

Advanced Customer Services-Oracle Manager / Senior Manager

Position Overview:

We are looking for Oracle Managers/Senior Managers with Overall 20+ years of IT experience with at least 5 to 10 years of Fusion experience and remaining years of IT domain experience in Oracle EBS or other applications. The selected candidates should be able to relocate to any one of the work locations (Bangalore, Hyderabad, Gurgaon) for forthcoming projects if selected, should also be willing work in shifts if required as our customers are spread across various countries. Must have good experience in Implementation, Support and upgrade projects. We are looking for a person who has real-time hands-on functional/product and/or technical experience; and/or worked with Implementation, Support and Upgrade Projects as Project Managers.

• Position is for a Managers/ Senior Managers preferably with implementation/Support background in Oracle cloud Applications.

• Responsibilities include but are not limited to providing excellence in Customer Support services

Qualifications: Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).

• Must have Skills

• 20+ Years relevant working Experience with 5 to 10+ Years in Oracle Cloud Application Experience

• Should have managed multiple Projects as Project managers with ACV of $2M+ Should be certified in PMP or ITIL or Scrum Master

• Should have Good knowledge of Project life cycle and Managed Operations Support

• Should have managed Team members, team performance and productivity

• Experience is Resource on-boarding will be added advantage.

• Should have Good experience in Risk, Scope, Escalation, Conflict, Delivery, Problem and Customer Management

• Should have implemented and guided team on RCA, Innovation and automation

Career Level - M3

Responsibilities

RESPONSIBILITIES and ACCOUNTABILITIES

• Escalation management:

• Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.

• Manage customer escalations and engage the team members, customers, various Oracle groups as needed.

• Responsible for adherence to customer’s SLA’s as well as internal productivity targets

• Scoping and executing the Services

• Manage resources performing the Services, work assignments, prioritization

• Gather metrics and drive process improvement

• Resource Staffing, Skill Development, Training and Utilization

• Manage Risks, Issues, Mitigation and Escalations

• Ensure Process Compliance

• Responsible for Quality Audits

• Proactively escalates where required to Oracle Senior Management

• Manages Contract and Invoicing issues

• Work with the customer to become a reference

• Work on internal project & initiatives which require temporary region-wide access to data

• Support Pre-sales efforts

• Review existing services including to ensure a thorough understanding of the requirements

• Produce Project Scope Objectives and Approach that outline the Project Management processes and include:

• Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards

• Produce regular and accurate progress reports

• Regularly update the users and support team on progress against Plan

• Implement Service Improvement policy and processes

• Establish priorities

• Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval

• Plan for service growth

Account Relationship Management

• Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners

• Leverages Key Oracle Senior Management to drive Oracle’s commitment and partnership within customers organization

• Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives

• Manage overall service delivery

• Support Oracle Business Development initiatives

Program Management

• Provides Program oversight and direction to the delivery team to meet customer objectives;

• Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement;

• Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues;

• –Coordinate Executive Meetings.

Contract Management

• Ensure that Oracle’s services are being provided as per contractual obligations

• Responsible addressing Billing and Contract Financial issues.

Other Attributes which are required

• Provides functional and technical help to Support Engineers for resolving various issues;

• Closely work with counterpart leads of Customer for periodic review and improvements;

• Creates reusable components;

• Proactively suggests Product Improvements and new functionality;

• Focuses on Quality and efficiency of Issue resolution;

• Participates in different Oracle Community Groups/forums;

• Available 24/7 for escalations;

• Application setup and configuration assistance;

• Ensures customer satisfaction through timely and efficient completion of deliverables;

• Ensures the team addresses all relevant issues within the compliance and customers coding standards;

• Monitors the performance of the team members;

• Assures accountability, ownership, and quality of delivery;

• Encourages team cohesion and timely communication;

• Prepares and delivers regular reports on the progress and outstanding issues.

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