Service Manager - Incident Management

A great opportunity to join the global Service Desk in Oracle Customer Success Services organization. The Service Desk delivers customer request triage, Service Request management, incident management, escalation management and customer service support to Oracle top customers. The ultimate role of the Service Manager is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

The role requires remote, non-technical work on JAPAC day shifts (5 days/week), with weekend rotation required, working as part of the global Service Desk delivering service management to Oracle customers for Oracle Cloud Infrastructure and connected Oracle solutions.

Career Level - IC3

Responsibilities:

• Act as first customer point of contact and observe the response SLOs
• Triage customer requests and engage appropriate technical teams and experts
• Capture and collect customer concerns, issues and impact
• Provide customer service and incident management support
• Act as an escalation point for critical issues
• Stand as customer advocate and work in partnership with Oracle Success Managers
• Enable and expedite the resolution of issues reported by customers
• Follow-up on incidents until resolution and ensure their progress
• Use available tools and procedures to manage and escalate incidents
• Join conference calls with Oracle teams and/or customers
• Confirm incidents' closure to customer satisfaction
• Ensure traceability of results by using reporting tools
• Prepare deliverables and send them on the agreed schedule
• Ensure coordination and alignment on standards with Service Desk members

Requirements:

• University Degree
• English proficiency (both written and spoken)
• Customer service/support background in IT environment preferred
• Previous Incident Management / Escalation Management experience
• Previous experience with Oracle Support tools and Oracle Cloud Infrastructure is a plus

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
• Able to work both within a multicultural team and independently
• Excellent collaboration skills and team work attitude
• Attention to details and perseverance
• Committed to delivering value and high performance