Job Description
As part of (ASE), the Fusion Enterprise Resource Planning Cloud Support Team is expanding to support our rapidly increasing customer base. Our team partners with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees, and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future, then this is the place to be.
Position Overview
Are you interested in leading a dynamic and fast paced technical support team, working with Oracle’s latest Fusion ERP, General Ledger, Financial Applications & customers, in the Oracle Cloud? We are expanding and growing to support our rapidly increasing worldwide customer base and this is a unique opportunity to be part of Oracle’s Fusion ERP Cloud support management team.
You will be responsible for leading a team of Application Support Engineers (Level 1, 2, 3 etc), whose focus is to provide technical and functional support to our customers worldwide (during Implementation and post-production) and ultimately drive complete resolution of each service incident. These engineers are typically involved in technical and functional troubleshooting, both independently and in collaboration with Product Development (Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. You will also be involved in leading key initiatives that help improve support experience for customers and drive product improvement based on the Service Requests logged by our customers.
Education, Experience & Skills
- B.S (Finance, Accounting, Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred. Other qualifications with adequate experience may be considered.
- Previous (direct) people management experience, particularly in fast paced, Application support environment preferred
- Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred
- Functional skills in General Ledger/Financial applications – Order to Cash, Procure to Pay, etc.
- Technical skills in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL preferred
- Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written
- Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause
- Analytics exposure, such as work with Oracle Discoverer, Siebel, or Hyperion preferred
- Exceptional management & team building skills, capable of managing several high-level priorities simultaneously without reducing quality
- Self driven, motivated, Pro-active, well organized and a thorough planner
- Highly skilled at problem-solving & highly developed analytical skills
- Proven situation-management, Escalation management & customer management skills
Career Level - M4
Responsibilities
This Support Manager Position will be based in our Colorado Springs, CO or Orlando, FL Support Center, and will be directly responsible to recruit, train, coach, appraise, manage performance, and retain, best and the brightest software support professionals within Oracle ERP Cloud.
You will be responsible for one or more functional areas within Oracle ERP Cloud & work closely with other Fusion Cloud support managers in the US, India, and Romania, to manage a flawless service delivery, to our global clientele.
You will be responsible to manage team members working in US shift 3 and shift 4 and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues.
The right candidate will foster a work environment that encourages information sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Application.
#JoinASE
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: from $97,400 - $199,500 per year. 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:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long-term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- 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.
- 11 paid holidays
- 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.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- Voluntary benefits including auto, homeowner and pet insurance
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: from $109,100 - $223,500 per year. 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:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- 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.
- 11 paid holidays
- 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.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- 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.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
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.
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