CSS - Service Manager

Job Description

A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle Customer Success Services. 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
  
  
  

Career Level - IC3

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.

• Which includes being a United States Affirmative Action Employer