CSS - Service Manager

Oracle

București
Permanent
Full-time

Acum 14 zile

Job Description:A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle ACS. The expertise center delivers service management functions non-technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.Responsibilities

Provide customer-dedicated service and incident management support
Act as an escalation point for urgent issues
Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups
Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers' accounts and raising the necessary awareness with the appropriate troubleshooting teams
Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns
Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents
Ensure traceability of results by using reporting tools to demonstrate progress
Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency
Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the project

Requirements

University Degree
English proficiency is a must (both written and spoken production)
Customer service/support background in IT environment and ITSM savvy preferred
Incident, escalation or problem management experience represents a plus
Understanding of ITIL framework and Service Delivery process knowledge would be an extra advantage (experience with ITIL v3/ ITIL 4 - general management and service management practices)

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, capable to adapt and find the best approach for any situation
Able to work both within a multicultural team, as well as independently
Excellent collaboration skills and team work attitude
Demonstrate attention to details and perseverance
Committed to delivering value and high performance

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.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 calling +1 888 404 2494, option one.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

Oracle

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