Oracle Hiring for Technical Manager – Oracle Cloud Applications at MUMBAI, India Full Time

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.

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Responsibilities

Looking for a SME in Oracle Fusion technology , having more than 12 years of experience and aspired to be a Service Delivery Manager .

Along with his/her subject matter expertise, he/she is experienced managing the team to ensure that all support or service requests are dealt with according to the agreed procedures. He/She manages external providers with the technical support for the software application. He/She communicates and negotiates with stakeholders and external parties on application support related matters. He/She reviews periodic reports on the issues raised and resolved and identifies trends of issues raised. Avilability during India night time is mandatory to manage USA customers.

Mandatory Attributes/Competencies

1. Extensive Functional Knowledge on Fusion Cloud Applications

2. Service Delivery Validations

3. Critical thinking based on analytics

4. Sound judgement and take decisions

5. Attention to data in detail

6. Strong Leadership skill with assertiveness

7. Foster community: work with your team, encourage team members to come to you for support, feedback and to make suggestions.

8. Adaptability

9. Excellent Communication skill

10. Summarize Work Visually

11. Creativity

Roles and Responsibilities

1. Analyze trends based on key issues highlighted in the daily report from ticketing tool

2. And take appropriate action to mitigate any risk in missing SLA or escalation from customer

3. Measure term’s competitiveness – productivity and innovation.

4. Master in negotiation styles – accordingly when managing stakeholders.

5. Communicate proposed work plans to the customer and team and global support organization

6. Will be the escalation point, and must learn how to play the role of a TAM to handle high severity issues

7. Communicate the application support policies, procedures and SLA to the relevant parties.

8. Conduct feedback session with client groups.

9. Confirm Service Level Agreements (SLA) with users, which includes the level of application support maintenance.

10. Create documentation of the support services to be delivered based on each application’s functionality.

11. Define action and work plans to address the issues.

12. Define criteria and procedures for services delivery, testing and acceptance with the customers

13. Determine the scope of support services based on organization and users’ requirements.

14. Develop and implement a checklist for managing service delivery.

15. Formulate a problem solving and decision-making approach to handle issues for a given project.

16. Identify and define appropriate data sources, tools and techniques for extracting application support data.

17. Lead and oversee the productivity of each team member

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

6. Customer focused

7. Flexibility

8. Organizational skills

9. Values and enjoys coaching/knowledge transfer ability

10. Values and enjoys teaching technical course

About Us

Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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