Job Description

**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. 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. Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS or MS degree (or technical equivalent) is preferred. Four or more years of people management or technical lead experience in Customer Support. **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. The Remote Hardware Support (RHS) organization in OCI is seeking talented individuals skilled technically, operationally and with business acumen for improving performance in a support organization. The position is a Senior Manager, Customer Support for the Americas Region (North and Latin America). The candidate must have demonstrated skills and passion for delivering superior customer service, developing the technical team, have strong analytical and communication skills, be able to innovate and drive change as well as effective cross-functional management skills. The candidate must be well organized, ability to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a customer service role. The Senior Manager will be required to over-see a regional team of highly experienced technical support engineers, focused to deliver excellence in customer support, the operational management of technical professions as part of a 7x24x365 delivery function, and implement continuous improvement for product and support resolution paths. Manage and prioritize Oracle Hardware support service requests and Jira tickets, hardware bugs and enhancements with Sustaining Engineering, along with, being involved in facilitating and resolving customer escalations with Oracle Sales, Logistics, Dispatch, Field and OCI Teams. The position will require for the individual to work off-hours and weekends at times to assist in customer escalations and Duty Management coverage as required on rotational basis. Additional Job and Skill Requirements: - Manage a team of individual contributors. - Ensure proper resource utilization including recruiting, hiring, and training. - Ensure work environment, including equipment and facilities, is sufficient to meet work plan objectives. - Lead regular team and direct report meetings, communicate, monitor company and team goals, and define individual objectives. - Work with global teams and projects leading to improvements, cost - effectiveness and quality. - Support day-to-day operations and activities. - Effectively manage customer incidents by direct engagement in contact and incident resolution in a professional and effective manner. - Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate. - Develop procedural enhancements improving key metrics of customer-operational-cost-quality objectives. - Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis. - Proactively use business experience and skills to identify new opportunities to improve the customer experience and increase efficiency in the business unit. - Suggest modifications to internal processes as needed for customer success. - Help ensure that operational procedures are in place. Qualifications: - Strong leadership abilities and experience in coaching and managing technical individual contributors in a service environment, committed to the delivery of outstanding service to customers. - Ability to handle priority issues quickly and decisively. - Ability to analyze data, metrics, prepare reports, and participate in operations and quarterly business reviews. - Problem recognition and resolution skills to include working cross-functionally between organizations to achieve excellence in product-support-workflow. - Highly committed individual, with successful management of a technical team by motivation, training and recognition of personal successes. - Outstanding organizational and follow up skills. - Highly flexible. - BS or MS degree or equivalent experience relevant to functional area. Four years or more of people management or technical lead experience. - Experience with Customer Service and Technical Support in large corporations. - Experience in managing remote workers and interacting with diverse teams inside and outside the US. - Experience with the Oracle Hardware product suite is a strong plus, specifically Engineered Systems, x86, SPARC, Tape, Networking and/or OCI Cloud Cloud Hardware - Compute GPUs, Intel/AMD/ARM servers and Network SmartNICs.⁠⁠⁠⁠⁠⁠⁠ 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: $97,500 to $199,500 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 - M3 **About Us** As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States. 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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Holiday work, Temporary work, Remote job, Flexible hours, Weekend work,

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