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, 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 partnershipwith Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
• Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
• Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
• 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 and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
• 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 with the members of the Service Desk

Requirements

- University Degree

- English proficiency is a must (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 represents 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, 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

Career Level - IC3