Support Tools Development Manager
Posted: October 01, 2016
Reference ID: 16001342
The Support Technical Program leader is a leadership role responsible for driving best in class service experience for Oracle's Support business.
Candidates in this role require a detailed understanding of building Enterprise level Support Programs focused on driving up customer satisfaction and improving employee productivity through enhancements to our systems and processes as well as the use of new technologies. Software development and enterprise level Program Management experience are musts. Past working experience in Hosted Services and Implementation/design is preferred.
Define the best in class experience for Oracle's Support business spanning both for Customers & Oracle engineers
Benchmark industry leaders and assess gaps in our business process, practices and operations
Identify trends, transformations and technology vectors and determine best fit for Oracle's Support business
Analyze best practices across competitive landscape
Determine Business Practice changes and Negotiate solutions which work for the business
Identify Must Haves that Engineering must address to drive program changes
Contribute to Detailed design sessions to get the must have gaps addressed
Establish, Communicate and Negotiate Clear Timeline for deliverables across all stakeholders
Ensure Deployment plan and orchestrate business readiness to meet plan
Ensure smooth roll out and post-go-live task management
Identify Cloud Service Capabilities that represent opportunities for future uptake
Engage with a wide cross section of internal and external stakeholders - development and support and IT in ensuring successful transition.
Identify opportunities and deliver results for business optimization
Align with business goals for cost optimization & service excellence
Determine technology solutions to drive business transformation to achieve cost goals and service targets
Map system changes with the Engineering teams to realize the change
15 years of work experience in any combination of engineering and product management with increasing responsibilities, with at least 5-10 years in leadership role.
Knowledge and understanding of all aspects of enterprise level global Program creation, rollout and management
Understanding of applications, systems, network, storage and web technologies that constitute a cloud environment
Ability to manage escalated technical situations & develop action plans
BS or MS in computer science or engineering
Desired Skills and Experience:
Knowledge and understanding of all aspects cloud service implementations, including migration and cutover.
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 Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success.
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Masters Degree (or technical equivalent) in a related technical or professional area. In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager.
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.