Service Manager - Incident Management

Job Description

A great opportunity to join the global Service Desk in Oracle Customer Success Services organization. The Service Desk delivers customer request triage, Service Request management, incident management, escalation management and customer service support to Oracle top customers. The ultimate role of the Service Manager is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

The role requires remote, non-technical work on JAPAC day shifts (5 days/week), with weekend rotation required, working as part of the global Service Desk delivering service management to Oracle customers for Oracle Cloud Infrastructure and connected Oracle solutions.

Career Level - IC3

Responsibilities

RESPONSIBILITIES

Act as first customer point of contact and observe the response SLOs
Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
Capture and collect customer concerns, issues and impact
Provide customer service and incident management support, as per Service Desk delivery standards
Act as an escalation point for critical issues, following Oracle best practices
Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
Confirm incidents' closure to customer satisfaction and contribute to post-incident reviews
Ensure traceability of results by using reporting tools to accurately capture delivery
Prepare the deliverables required and send them on the agreed schedule and frequency
Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk

Requirements

University Degree
English proficiency is a must (both written and spoken production)
Customer service/support background in IT environment preferred
Previous Incident Management / Escalation Management experience
Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus

Skills And Competencies

Self-driven, unwavering and committed to growth
Strong communication and persuasion skills
Customer, process and results oriented
Analytical and organized
Able to maintain sustained focus and deliver prompt response to incidents
Resourceful and creative, capable to adapt and find the best approach for any situation
Able to work both within a multicultural team, as well as independently
Excellent collaboration skills and team work attitude
Demonstrate attention to details and perseverance
Committed to delivering value and high performance

Qualifications

Career Level - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [HIDDEN TEXT] or by calling  in the United States.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.