• Job Description

  Req#: 295250

  As a production support manager, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. You will lead teams responsible for resolving technical incidents regarding the use of and troubleshooting for our Electronic Health Record. As a support manager, 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. This role will be responsible for overall performance of team ensuring goals are met or exceeded while providing world class support services to our customers.

  As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with your Technical Solution Analysts, customers, consulting, development, and customer aligned leaders to identify correct directions and resources to fulfill customer requirements. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical professionals. This position comes with responsibility of afterhours on call escalation support. The position will be responsible for the day-to-day activities of the customer support team as well as management of customer issues, questions and assistance as they arise, working with global internal and external teams.

  Qualifications

  Disclaimer:
  
  Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
  
  Range and benefit information provided in this posting are specific to the stated locations only
  
  US: Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.
  
  Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
  Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
  
  Oracle US offers a comprehensive benefits package which includes the following:
  1. Medical, dental, and vision insurance, including expert medical opinion
  2. Short term disability and long term disability
  3. Life insurance and AD&D
  4. Supplemental life insurance (Employee/Spouse/Child)
  5. Health care and dependent care Flexible Spending Accounts
  6. Pre-tax commuter and parking benefits
  7. 401(k) Savings and Investment Plan with company match
  8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
  9. 11 paid holidays
  10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
  11. Paid parental leave
  12. Adoption assistance
  13. Employee Stock Purchase Plan
  14. Financial planning and group legal
  15. Voluntary benefits including auto, homeowner and pet insurance
  
  The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

  Career Level - M2

  
  

  Responsibilities

  Job responsibilities include but not limited to:

  
  • Manage a team of customer focused technical support analysts from a diverse set of technical, educational, and professional backgrounds.
  • Have a data-driven mindset and passion focused on providing an exceptional customer experience.
  • Leads dedicated support teams during escalations, exceeding customer expectations.
  • Focus on operations/incidents & issues with an emphasis on resolving problems quickly and efficiently, sometimes with the assistance of service teams.
  • Document key learnings and other relevant details as part of the support your team provides in order to create a feedback loop with senior leadership and service teams.
  • Continually improve skills of your team through work experience, 1:1 meetings, goal setting and development.
  • Coach and mentor personnel to ensure working efficiently and accurately in a team oriented professional culture that emphasizes the customer experience and putting customer’s first.
  • Assess service request priority, escalating as necessary through the proper channels to resolve issues quickly, to help the team meet expected metrics, responsiveness goals, and SLA’s.
  • Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
  • Prepare team performance evaluations and/or reports to identify areas of growth opportunity or improvements.
  • Should have a passion for technical and troubleshooting complex customer problems with the ability to effectively communicate to other relevant teams.
  • Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.
  • Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners teams.
  • Participate in an on-call schedule as part of a 24/7 leadership rotation.
  
  

• About the company

  Our mission is to help people see data in new ways, discover insights, unlock endless possibilities. Want to make a difference? You've come to the right place. We're using innovative emerging technologies to tackle real-world problems today.

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