Oracle Product Support Sr. Manager in Lehi, Utah

Product Support Sr. Manager

Preferred Qualifications

We are looking to recruit a Senior Manager to the established Oracle Database Cloud Services Support team. The successful candidate will be located in Lehi, Utah. The successful candidate should be widely regarded as a subject matter expert in their current role and be able to perform their assigned duties with a great degree of independence requiring minimal direction. The candidate should be adept at building relationships across organizations and leveraging these relationships to resolve cross-product issues. A support manager offers strategic technical support to assure the highest level of customer satisfaction. The manager is expected to regularly provide expert technical guidance to the technical support engineers.

The main role of a Support manager is :

  • Engages directly with customers

  • Participates in weekend escalation rotation and shifts

  • Participates in initiatives that improve overall product and documentation quality

  • Drives improvements in product quality

  • Serves as Situation Manager on highly sensitive proactive and reactive customer issues

  • Consults with Senior Management in directing resolution of critical customer situations

  • Consults with customers on complex use of Oracle products

  • Achieves knowledge transfer with teammates through: Development and Delivery of Formal Team

  • Promotes the technical and professional development of directs

  • Analyzes work load, determines best practices and implements changes to improve productivity

QUALIFICATIONS:

Technical degree i.e. BS Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry or proven professional and technical experience. Excellent English Language skills.

RESPONSIBILITIES:

  • To manage Service Requests logged by customers (internal and external) on Oracle Cloud products and contribute to proactive support activities according to product support strategy and model

  • Owning and resolving problems and managing customer expectations throughout the Service Request life-cycle in accordance with global standards

  • Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

  • Contributing to Knowledge Management content creation and maintenance team goals

  • Working with development on product improvement programs (testing, SRP, BETA programs etc) as required

  • Operating within Oracle business processes and procedures

  • Respond and resolve customer issues within Key Performance Indicator targets

  • Maintaining product expertise within the team

  • Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

REQUIRED SKILLS:

  • Support experience around Oracle Technologies and/or Public Cloud or solutions from other providers, such as Amazon Web Services, Microsoft Azure etc. in the PaaS area

  • Good understanding of the cloud stack (IaaS, PaaS, SaaS) model with modern terminology and relevance

  • Strong architectural concepts around Cloud Computing

  • Excellent communication and people skills

PERSONAL ATTRIBUTES:

  • Self driven and result oriented

  • Problem solving/analytical skills

  • Effective communication (verbal and written)

  • Focus on relationships (internal and external)

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

  • Influencing/negotiating

  • Team player

  • Customer focused

  • Confident and decisive

  • Expertise (maintaining professional in own discipline)

  • Enthusiasm

  • Flexibility

  • Organizational skills

  • Coaching/knowledge transfer Ability

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-UT,Utah-Lehi

Job Type: Regular Employee Hire

Organization: Oracle