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Job Description

you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible to manage production support ticket queues. You will be responsible to manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You are responsible to analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will be responsible to identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will be responsible to plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department. You will be responsible to communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. You will be responsible to identify and lead team-level quality and process improvement initiatives. You will be responsible to deliver consistent and timely training, guidance, and feedback to encourage associate success. You will also be responsible to provide input on staffing and performance decisions for direct reports. You will supervise a team of associates.People Management Responsibilities (for associates with one or more direct reports):You will be responsible to seek to understand disagreements, ensure all perspectives are heard, and facilitate a plan for resolution. You will be responsible to delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. You will be responsible to identify associates and team priorities based on business direction and adjust when needed. You will be responsible to lead by example and share knowledge and experiences with associates and the team. You will also be responsible to create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments. You will be responsible to provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development. You will also be responsible to identify the right talent to achieve the desired results. You will be responsible to promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

Career Level - M2

Responsibilities

Basic Qualifications:

At least 8 years total combined related work experience and completed higher education, including:

At least 4 years of Technical support/Project Management/Consulting work experience

At least 4 year of People management, matrix management, or other indirect leadership work experience

At least 5 years of additional work experience directly related to the duties of the job and/or completed higher education, including:Bachelor's Degree or High School Diploma

Should be willing to work in 5.30pm-2.30am Shift

The candidate need to be willing to work on On-call Support and open to work in differnet shift.

Preferred Qualifications:

Good to have experience in handling a team that deals with Troubleshooting, Incident Management, Change Management, Problem management with service KPIs and client support or client-facing experience will be an added advantageExperience working on L3, L2 will be an added advantage

About Us

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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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