Oracle Product Support Sr. Manager in Burlington, Massachusetts

Product Support Sr. Manager

Preferred Qualifications

ORACLE'S GLOBAL SUPPORT

Senior Manager - Product Support

Multi Lingual Candidate - Any one of the following Chinese/Mandarin, Spanish, Brazilian Portuguese

Hands on Leadership position, to manage Service Request workflow and technical resources in the delivery of Customer Support

Services for Oracle HW products and portfolio.

The leader will have direct responsibility for operational support for workflow programs specific to x86 Hardware Support.

The

individual must be versed in Customer Support and Operational

Management with a proven track record in executing goals and working in

complex as well as matrix organizations.

Use your personal experience and knowledge

to inspire and direct the team to perform at the optimal level

  • Involvement in support requests thatrequire higher level of technical expertise and customer service skills

  • Provide ongoing feedback/coachingand input to manager i.e. during annual performance review amongst others

  • Performs service quality monitoringaudits and provide immediate coaching

  • Reviews Team Staffing/Scheduling ona daily basis and make necessary schedule/shift adjustments to ensure Case andCall Service Level Targets are consistently met

  • Manages and assists a group ofSupport Specialists/Engineers with different skillsets in performing theirdaily tasks

  • Act as a coach to members of theteam, while identifying individual development opportunities

  • Work with contacts from internaldepartments (e.g. Dispatch, other domains within Systems, TAM, Field, etc.) oncustomer escalations or complex product inquiriesMonitor the defined KPI’s to track and measure success

  • Responsible for hiring and inductionof new staff members as needed

  • Look for opportunities to improveand grow existing services.

Who are you:

  • Proven leadership skills as anIndividual contributor or existing management role

  • Solid and demonstrable creativeservices experience; creative driven mindset

  • Ability to quickly understandcreative project requirements by asking the right questions and translatingthese requirements into concrete project deliverables

  • Have a passion for this role, with adesire to grow and improve

  • Highly Impactful / accomplishedcommunicator, presenter / facilitator, and well-practiced in collaborativeinfluencing

  • Results orientation, you won’t besatisfied until the job is done with the right quality! You don’t settle for“just good enough”.

  • Positive attitude, you see change asopportunity and embrace & lead change in the organization.

  • You act as arole-model for the rest of the organization.

  • Excellentadministration/organizational skills.

  • Self-motivated, you have the naturaldrive to learn and pick up new challenges

PreferredQualifications

Your specific role would be managing

x86 support team in the APAC - India.

(EMEA/AMER support hours) The role

requires global collaboration with your peers and stakeholders. You will

ensure your team is delivering customer service at the highest level and

meeting business objectives.

The position also includes working under

pressure in customer escalated situations, driving action plans and engaging

proper resources. Strong customer communication and management skills are

required. You will also interact with Service Readiness and Engineering

teams to drive Product Quality and other teams as need be. The products

in your portfolio will include the below:

Exadata, BDA, Exalogic, Exalytics, ODA, OVCA,OCA,PCA,

ZDLRA along with the x86 legacy Non-Engineered products


As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

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.

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).

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.

Job: Support

Location: US-MA,Mass-Burlington

Job Type: Regular Employee Hire

Organization: Oracle