Oracle Hiring for Advance Customer Services – Service Operations Manager at Hyderābād Full Time

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.

Position Overview:

This Position is for a Service Operations Manager Role in Managed Services Engagements with Projects specifically in EBS R12 Financials (Accounts Receivables, Accounts Payables, Cash Management, Internet Expenses, EB Tax, Fixed Assets & General Ledger), Supply Chain, Manufacturing and Planning (Procurement, Oracle Supplier Network, Order Management & Shipping, Inventory, Oracle Transportation Management, Warehouse Management Systems, Bill of Materials, Work in Progress, Quality, Enterprise Asset Management, Costing & Planning) CRM (Install Base, Depot Repair, Field Service, Mobile Field Service and Service Contracts) and Human Capital Management (Core HCM, Payroll, Absence Management, Talent Management, Fast Formulas HDL & Security). The engagements include Application Run and Maintain, Development and support of CEMLIs along with Functional and Cemli Remediation Assistance for Upgrades and Enhancements.

Responsibilities include providing excellence in customer service support in Managed Services mode ensuring the services are delivered as per the contract and SLAs.

Job Responsibilities:

The main role of a Services Operations Manager (SOM) to ensure the deliveries as per the contract. Also, provide oversight to critical issue resolution, solution review, effort estimates, automation/innovation with continuous service improvement initiatives. SOM should have adequate Oracle products knowledge, problem solving skills, and customer interaction/service expertise.

Education & Experience:

BE, BTech, MCA or equivalent preferred. Other qualifications with adequate experience may be considered.

12+ years relevant working experience

1. The candidate should be aware of the ITIL processes and should have managed similar engagements before. Oracle product expertise in EBS modules will be preferred and should have strong problem solving skills.

2. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.

3. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.

4. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.

5. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.

6. High flexibility so you remain agile in a fast changing business and organizational environment.

7.Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

8. SOM should be open to work in shifts.

# Personal Attributes:

1. Self driven and result oriented

2. Strong problem solving/analytical skills

3. Strong customer support and relation skills

4. Effective communication (verbal and written)

5. Focus on relationships (internal and external)

6. Strong willingness to learn new things and share them with others

7. Influencing/negotiating

8. Team player

9. Customer focused

10. Confident and decisive

11. Values Expertise (maintaining professional expertise in own discipline)

12. Enthusiasm

13. Flexibility

14. Organizational skills

15. Values and enjoys coaching/knowledge transfer ability

16. Values and enjoys teaching technical courses

Note:

Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.

The position is based out of Bangalore OR Hyderabad, the candidate should be willing to relocate to either Bangalore OR Hyderabad.