Sr. Service Manager - Incident Management
Oracle is a world leader in cloud solutions, using tomorrow's technology to tackle today's problems. They have partnered with industry-leaders in almost every sector and continue to thrive after 40+ years of change by operating with integrity.
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Description For Sr. 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
Last updated 7 months ago
Responsibilities For Sr. Service Manager - Incident Management
- Act as first customer point of contact and observe the response SLOs
- Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
- Capture and collect customer concerns, issues and impact
- Provide customer service and incident management support, as per Service Desk delivery standards
- Act as an escalation point for critical issues, following Oracle best practices
- 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 with Oracle engineering teams
- Use available tools and procedures to manage and escalate incidents
- Join conference calls with Oracle teams and/or customers to discuss critical issues
- Confirm incidents' closure to customer satisfaction and contribute to post-incident reviews
- Ensure traceability of results by using reporting tools to accurately capture delivery
- Prepare the deliverables required and send them on the agreed schedule and frequency
- Ensure permanent coordination, alignment on standards and warm handover at shift end
Requirements For Sr. Service Manager - Incident Management
- University Degree
- English proficiency (both written and spoken production)
- 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
Benefits For Sr. Service Manager - Incident Management
Medical Insurance
Vision Insurance
401k
- Flexible medical, life insurance and retirement options
- Volunteer programs
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