Oracle Product Support Manager - Fusion Application Technologies in Bucharest, Romania
Product Support Manager - Fusion Application Technologies
Within Oracle Fusion Application Technology we deliver technical support, collaborating between functional and middleware solutions, to leading companies worldwide for improved business performance. We look to attract, hire, and retain the best talent in the industry to realize the vision of making our innovative and comprehensive Fusion Application solution world class.
The FAST Tech team is expanding to support our rapidly increasing SaaS customer base. The team partners with Fusion Application/Middleware Development and Support in resolving technical issues for both on-premise and cloud customers. It is a unique opportunity to be part of the future of Oracle Products/Support and help shape the organization to benefit our customers, employees and overall organization. If you are excited by the notion of being able to define a group embracing Oracle’s cloud initiative, this is the place to be.
Position is for a Manager/Senior Manager with a technology and software support background. Responsible for leading a team of Application Support Engineers providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this team is to provide customer service on a technical and functional level and to ultimately drive complete and total resolution of each service incident and to proactively work issues with design for product improvement. This typically involves troubleshooting, then collaborating with functional and technical teams, often helping to resolve issues in areas such as middleware and cloud services.
Note: This role may need you to work on weekends and multiple shifts on rotation basis.
Education & Experience:
B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.
Functional/Technical Knowledge & Skills:
Previous people management experience, particularly in fast paced, application support environment
Ability to communicate and collaborate across all levels of the organization, both verbally and in writing
Past experience in functional, Oracle technology and/or cloud support services
Technical skills in areas such as: middleware technology (WLS, SOA, ADF, IDE, Java, XML, SQL) and/or Oracle applications
Demonstrated knowledge in use of Business Intelligence tools and customization (analytic exposure i.e. Oracle Discoverer, Siebel, or Hyperion)
Detailed Description and Job Requirements
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 Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.
Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire
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