Job Description

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.

Career Level - M2

Responsibilities

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

The Energy & Water (EW) Team is seeking a Manager for our US based team. The team collaborates with our Product Development, Product Strategy, and Cloud Operations teams to provide the highest quality technical support. We are specifically looking for coverage in the US Eastern time zone, from 9am to 6pm.

This is a unique opportunity to be part of a dynamic and fast paced Global Industry Unit (GIU) Support team, to help us strengthen our engineers’ skills and streamline our processes to benefit our customers and organization overall.

As part of the team, your focus is to enable our teams deliver post-sales technical support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving technical questions regarding the use of and troubleshooting for our products and services. You will be responsible for building customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and raised issues.

As a Support manager, you will have successfully led global teams of technical engineers, in addition to having been an effective technical and professional contributor. You will be responsible to ensure appropriate operational planning is created and driven to meet business needs. Overall, you work with the distributed team to establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Key Responsibilities:

The EWGIU Support Manager will report into the a senior director and will collaborate with key executives and teams across the global organization. Responsibilities include, but are not limited to:

Operational Management

· Experienced management of a team of Technical Support Engineers located in the Americas, and assist with other global teams as needed. Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet objectives.

· Experience with the EW application portfolio

· Experience / familiarity with MOS (My Oracle Support) and Oracle Support policies

· Contribute to the development and implementation of EWGIU’s business practices including team readiness for new product releases and provide input into Product Management/Strategy and Development teams to improve customer satisfaction and ensure business continuity.

· Contribute to a culture of innovation around building lean processes, streamlining existing processes, and finding new, creative solutions to reducing time-to-resolve for our customers

Demonstrate strong leadership of your team, communicate company goals / team goals and define individual objectives. Continuous monitoring and evaluation of metrics to ensure that the team follows the right course of action to meet desired goals.

Strategic Management

• Set strategic departmental goals based on company objectives.

• Demonstrate the ability to pull together ideas into effective presentations and use those presentations to inform, persuade, and drive ideas into the organization.

• Demonstrate creativity, leadership and boldness. See beyond what exists today, have the courage to attempt new solutions, and champion those changes across the organization and beyond.

• Partner with next level management to work with global teams on projects and initiatives for process improvements increasing quality and productivity.

Customer Management

• Commit to the delivery of outstanding service to customers.

• Dialog with customers to address complaints, respond to critical customer situations significantly, redirect resources as appropriate; retain ownership of customer partner concerns until final resolution of issue.

• Work with customers proactively through user group meetings or other outreach programs.

Employee Management

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

• Encourage employees to self-develop strengths you'll need and technical skills through career planning, coaching, training and creation of applicable development plans.

• Maintain high departmental morale and focus on retaining talent.

Additional areas of focus:

Global training outlook:

· Assess current Technical Support Engineer skill levels

· Track Skills to improve, optimize all teams

· Be aware of new technologies coming and ensuring engineers are ready to support when necessary

Qualifications:

· Degree in Computer Science, Engineering, Mathematics, Business, or another relevant quantitative field or extensive work experience

· 10+ years of technical / professional experience

· 3+ years of management responsibilities (preferably in a support or development environment)

· 10+ years of experience working with the Oracle Applications products or functional technologies for Fusion SaaS Applications.

· Be comfortable working in a fast-paced environment and have a tried ability to drive business results.

· Teammate with great communication and presentation skills

Required Skills

• Customer Escalations

• Electronic Support

• Leadership Ability

• Management Skills

• Operational Planning

• Oracle Applications

• Process Improvement

• SAAS (Software-As-A-Service)

• Support Management

• Team Player

• Technical Support

• Troubleshooting

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 in USD from: $79,100 to $158,200 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

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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.

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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