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Oracle Product Support Manager in Bucharest, Romania

Product Support Manager

Preferred Qualifications

Oracle Cloud Infrastructure team

is continuing our fast-paced growth, bringing on new customers around the

world daily. Our Customer Operations team is responsible for making sure

our customers receive prompt & informative answers that quickly solve any

question or issue they have encountered. For those who want to lead

others in a challenge, want to dive in deep and learn the technologies our

products are built on, and want to lead the team that provides customers with

the exact experience that you would expect in their shoes, this is the position

for you.

Oracle’s extensive enterprise

customer base is looking for rock solid cloud solutions that provide the same

reliability and effectiveness that they have come to expect from Oracle. As a

trusted Enterprise vendor, Oracle is in the early stages to provide highly cost

effective Infrastructure and Application Cloud solutions to its customer base.

We are specifically looking for a

Customer Operations Manager to join the Oracle Cloud Infrastructure group. You

will be responsible for managing a team of customer focused Engineers with

operations or support experience to build a world-first and best in class

customer experience blending customer support, operations, engineering, and

communication disciplines. The position will be responsible for the day

to day activities of the customer operations team as well as management of

customer issues, questions and assistance as they arise.

Job Responsibilities Include:

  • Manage a team of customer focused

engineers from a diverse set of technical, educational, and professional

backgrounds.

  • Have a data-driven mindset and

passion focused on providing an exceptional customer experience.

  • Work as part of our extended

support team during escalations or high volume intervals in a startup

atmosphere, doing whatever it takes to exceed customer expectations.

  • Focus on operations/incidents

& issues with an emphasis on resolving problems quickly and efficiently,

sometimes with the assistance of service teams.

  • Document key learnings and other

relevant details as part of the support your team provides in order to create a

feedback loop with senior leadership and service teams.

  • Continually improve skills of your

team through work experience, 1:1 meetings, goal identification and training.

  • Coach and mentor personnel to

ensure working efficiently and accurately in a team oriented professional

culture that emphasizes the customer experience and putting customer’s first.

  • Assess service request priority,

escalating as necessary through the proper channels to resolve issues quickly,

to help the team meet expected metrics and SLA’s.

  • Maintain the highest level of

confidentiality and security regarding our customers' accounts, assigned

company equipment, and company systems.

  • Prepare team performance

evaluations and/or reports to identify areas of growth opportunity or

improvements.

  • Should have a passion

for technical and troubleshooting complex customer problems

with the ability to effectively communicate to other relevant teams.

  • Meet or exceed team and company

objectives as determined by senior leadership teams.

  • Participate in an on call schedule

as part of a 24/7 leadership rotation that includes days,

nights, weekends, and/or holidays

Skills and Experience

  • Bachelor’s degree or equivalent

experience in Computer Science or technology related field

  • 5 years’ customer operations or

support oriented experience

  • 3 years leading customer focused

teams

  • Customer experience obsession,

passion for delighting customers and constantly improving

  • Strong understanding of cloud

concepts and platforms

  • Proven ability to quickly learn

new technical information, mentor and train others

  • Excellent written and verbal

communication skills with a comfort working with customers in person, by phone,

or by email.

  • Maturity, judgment,

negotiation/influence skills, analytical skills, and leadership skills

  • Cultural fit: You should embody

core values of trust, passion, performance, professionalism, and respect.

Desired Skills:

  • Ability to write and speak multiple

languages

  • Orientation with multiple coding

languages

  • Experience in networking: virtual

private networks, load balancing, and public/private DNS

  • Experience in edge services: web

application firewalls, email delivery, and identity/security

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 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.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one 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: Support

Location: RO-RO,Romania-Bucharest

Job Type: Regular Employee Hire

Organization: Oracle

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