Oracle Communications Operations Support Manager - Incident Management in Singapore, Singapore

Communications Operations Support Manager - Incident Management

Preferred Qualifications

What you will you do

  • Learn about Oracle’s Cloud Infrastructure (OCI) products and technology to better understand the services you will be supporting

  • Manage a growing team of 3-8 employees focused on creating, developing, planning, writing, and editing operational and customer facing content and communications related to planned and unplanned events, upcoming new releases, or “how to” guides to improve the overall customer experience

  • Leading by example by performing or able to perform the job requirements of the individual contributors within your group

  • Partner with Customer Operations leadership and the Singapore Regional leadership teams to develop a 24/7 support strategy

  • Partner with Service Engineering Teams to identify opportunities for Customer Notifications to improve its services to support OCI Services and Customers

  • Develop, measure, and manage to operational KPIs that communicate the overall health and gaps of the team

  • Partner with Customer Operations leadership to assess, plan, and execute our localization strategy for APAC and EU requirements

  • Develop or contribute to Customer Notifications’ strategic roadmap

  • Build highly effective and collaborative teams to exemplify OCI’s core values

  • Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.

  • Continually improve skills through work experience and training

What you need to be successful

Education and experience:

  • 5-8 years’ experience leading or managing a technical writing or content team while supporting Operations OR leading/managing an operations support team with strong written and verbal communication skills

  • Bachelor’s degree, in Computer Science, MIS or another technical field

Must haves:

  • Management skills:

o Directly managed teams that might be geographically disperse as large as 10-15 employees

o The ability to handle conflict resolution and leading by influence

o Strong technical background to support individual contributors in understanding cloud components and architecture

o Strong capability to develop and manage professional development plans for individual contributors, conduct reviews, and provide ongoing feedback

o Strong network in the Singapore market to attract the right talent to join our growing team

o Strong escalation and incident management skills to help drive open issues to quick resolution

  • Strong language skills:

o Demonstrated ability to write clear, concise, engaging content in modern, conversational style for a range of audiences

o Clear, persuasive communications in meetings, emails, and other forms of communications

  • Experience with varied user assistance deliverables, processes, and techniques

  • Experience writing on-screen text and messages, and reviewing user interfaces to ensure usability and adherence to style standards

  • Experience with, and knowledge of, a range of visual information design techniques

  • Demonstrated proficiency in understanding user requirements and implementing them in documentation and instructional videos

  • Experience working with technical resources

  • Partner with Engineering teams and resources to develop content and communicates to be consumed by various levels/audience personas (technical user, business user, executive)

  • Good to strong understanding of cloud concepts and platforms

  • Customer obsession, passion for delighting customers

  • Proven ability to quickly learn new technical domains and train others

  • Excellent written communication skills

  • Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills

Excellent to haves:

  • Experience content localization services or the ability to translate content from English to Japanese, Chinese, German, or any other widely used language (desirable)

  • Working knowledge of HTML, CSS, Outlook email templates (desirable)

  • Working knowledge of SQL queries, data analysis, and reporting (desirable)

Detailed Description and Job Requirements

Manage a team that designs, develops, troubleshoots and debugs software programs for databases, applications, tools, networks etc.

As a manager of the software engineering division, you will apply your knowledge of software architecture to manage software development tasks associated with developing, debugging or designing software applications, operating systems and databases according to provided design specifications. Build enhancements within an existing software architecture and suggest improvements to the architecture.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Demonstrated leadership and people management skills. Strong communication skills, analytical skills, thorough understanding of product development. BS or MS degree or equivalent experience relevant to functional area. 4 years of software engineering or related experience.

Job: Product Development

Location: SG-Singapore

Job Type: Regular Employee Hire

Organization: Oracle