• Job Description

  Req#: 623190
  !*!
  A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle ACS. The expertise center delivers service management functions non-technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management. Responsibilities · Provide customer-dedicated service and incident management support · Act as an escalation point for urgent issues · Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups · Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams · Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns · 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 or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents · Ensure traceability of results by using reporting tools to demonstrate progress · Prepare the deliverables required by each customer/account manager 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 project Requirements - University Degree - English proficiency is a must (both written and spoken production) - Customer service/support background in IT environment and ITSM savvy preferred - Incident, escalation or problem management experience represents a plus - Understanding of ITIL framework and Service Delivery process knowledge would be an extra advantage (experience with ITIL v3/ ITIL 4 – general management and service management practices) 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
  !*!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 Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
  
  Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.

• About the company

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