Service Manager - Incident Management

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