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Job Description

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.

Responsibilities

As a Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Key Responsibilities Includes:

• Team Leadership: Manage and motivate a team of engineers, including hiring, training, performance evaluations, and career development. Ensure proper resource utilization, maintain healthy work environment, including equipment and facilities. Maintain team scheduling and global coverage as appropriate, familiarity with budgeting and exhibit sound fiscal awareness and responsibility. Work with leadership team to deliver key goals and objectives.

• Customer Experience: Develop and execute customer service strategies to enhance customer satisfaction and loyalty, including proactive outreach and issue prevention. Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.

• Escalation Management: Handle complex or escalated customer issues, coordinating with cross-functional teams to resolve problems effectively.

• Process Improvement: Identify opportunities to streamline customer support processes, learn new technologies, and optimize workflows for efficiency. Partner with next level management to work with global teams on projects and initiatives for process improvements to provide enhanced customer experience and productivity.

• Performance Monitoring: Track key performance indicators (KPIs) for operational success to align with key objectives.

• Team Management: Prepare and deliver employee work & development plans. Communicate organization & team goals, define individual objectives. Evaluate employee performance & manage reward and recognition programs. Manage employee requests, timecards, and expense reports etc. in accordance with local labor laws and HR policies.

• Training & upskilling: Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training, and creation of applicable development plans. Make sure team members up to date on new products, processes, and customer service best practices.

• Cross-functional Collaboration: Work closely with sales, product development, marketing, and other departments to align customer service initiatives with overall business goals.

• Knowledge Base Development: Oversee the creation and maintenance of a comprehensive knowledge base to empower customer support agents with accurate information.

Required Skills:

• Communication Skills:

• Proven communication, presentation, and negotiation skills through previous interaction with customers and peers.

• Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals.

• Leadership skills:

• Strong leadership abilities and proven success in coaching and mentoring individual contributors.

• Technical Skills:

• Experience in Oracle Database areas such as DBA, DB Security, High Availability, Performance etc.

Education & Qualification:

• MBA, MS (Engineering, Computer Science, MCA etc.), BS (Engineering, Computer Science) or equivalent.

• Must have 10+ years of technical or professional experience including 3+ years of experience in a management or other leadership role (preferably in a database support environment).

Preferred skills:

• Good understanding of Oracle Database Security features like Database Security Generic (Auditing / Database Vault / OLS / VPD / DBSAT).

• Understanding of Secured Socket Layer (SSL) , UTL_HTTP, Advanced Security, Transparent Data Encryption, Strong Authentication, Kerberos, Database Vulnerability.

• Understanding on Security software appliance like Audit Vault and Database Firewall and Oracle Key Vault

• Understanding of Oracle Database install, upgrade, patching. Platform migrations, upgrade, and technical support experience.

• Exposure to Oracle Cloud Infrastructure (OCI).

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).

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