Oracle
Product Support Snr Director
Oracle, Orlando, Florida, us, 32885
As part of (ASE), Fusion Supply Chain (SCM) Cloud Support team is expanding to support our rapidly increasing customer base. We partner with Development, Product Strategy Cloud Operations, Customer Success, Oracle consulting and our customers worldwide to solve complex challenges daily. It’s a unique opportunity to be part of the future of Oracle SaaS Support for Oracle’s latest Fusion Supply Chain, Manufacturing, and Procurement Applications and help drive service delivery to benefit our customers, employees and the organization overall.
As a Director / Senior Director, you will have direct responsibility for meeting the strategic, operational performance, utilization, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with several senior managers and their global teams, whose focus is to provide technical and functional support to our customers worldwide (during Implementation and post-production) and ultimately drive complete resolution of each service incident, while also serving as an advocate for customer needs. These teams typically operate in a fast-paced environment and involved in troubleshooting service incidents, both independently and in collaboration with Product Development (Fusion Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. In addition to operational responsibilities, this position will also be responsible for facilitating customer relationships and providing advice and assistance on diverse customer situations and escalated issues.
Career Level - M5
This position is based in our Orlando, FL Support Center and will be directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest - Managers/Sr Managers/Support professionals within Oracle SCM Cloud. You will be responsible for one or more functional areas within Oracle SCM Cloud & work closely with other Fusion Cloud support teams in the US, India, and Romania, to manage a flawless service delivery, to our global clientele. You will be responsible to manage global teams and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information and knowledge sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications. Our teams strive to be proactive, even predictive, using telemetry within our systems to monitor the entire fleet for patterns and problematic areas. This enables us to not only remediate potential issues before they become critical, we also proactively inform customers of any issues before anything can impact their business. We continuously gather sensor inputs and system feedback to ensure the quality of application updates and infrastructure changes. This approach allows us to accelerate service delivery while maintaining a world-class experience for our customers and their business users.
EDUCATION, EXPERIENCE & SKILLS
Master’s degree (or equivalent experience) in related technical, functional, or professional domain (Computer Science, Mechanical, or Industrial Engineering, Supply Chain, Logistics etc). Other qualifications with adequate experience may be considered.
Eight or more years of hands-on experience in software development, implementation, or technical support & services delivery.
Six or more years of management experience in a fast paced Application Development or support environment preferred.
Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred.
Functional skills (preferred) in Supply Chain / Procurement / Manufacturing / Warehousing / Transportation applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc.
Technical skills (preferred) in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL.
Demonstrated record of success in customer engagements and strategic account management.
Proven situation-management, escalation management skills including partner, customer and cross line-of-business collaboration.
Thrive managing and growing customer relationships at the senior executive level.
Ability to articulate and solve complex business and technical problems.
Customer-Centric focus on high quality service, delivery, and retention.
Passion for leading teams and providing mentorship and coaching.
Excellent verbal and written communication skills.
Highly logical, analytical, and innovative thinker.
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As a Director / Senior Director, you will have direct responsibility for meeting the strategic, operational performance, utilization, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with several senior managers and their global teams, whose focus is to provide technical and functional support to our customers worldwide (during Implementation and post-production) and ultimately drive complete resolution of each service incident, while also serving as an advocate for customer needs. These teams typically operate in a fast-paced environment and involved in troubleshooting service incidents, both independently and in collaboration with Product Development (Fusion Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. In addition to operational responsibilities, this position will also be responsible for facilitating customer relationships and providing advice and assistance on diverse customer situations and escalated issues.
Career Level - M5
This position is based in our Orlando, FL Support Center and will be directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest - Managers/Sr Managers/Support professionals within Oracle SCM Cloud. You will be responsible for one or more functional areas within Oracle SCM Cloud & work closely with other Fusion Cloud support teams in the US, India, and Romania, to manage a flawless service delivery, to our global clientele. You will be responsible to manage global teams and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information and knowledge sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications. Our teams strive to be proactive, even predictive, using telemetry within our systems to monitor the entire fleet for patterns and problematic areas. This enables us to not only remediate potential issues before they become critical, we also proactively inform customers of any issues before anything can impact their business. We continuously gather sensor inputs and system feedback to ensure the quality of application updates and infrastructure changes. This approach allows us to accelerate service delivery while maintaining a world-class experience for our customers and their business users.
EDUCATION, EXPERIENCE & SKILLS
Master’s degree (or equivalent experience) in related technical, functional, or professional domain (Computer Science, Mechanical, or Industrial Engineering, Supply Chain, Logistics etc). Other qualifications with adequate experience may be considered.
Eight or more years of hands-on experience in software development, implementation, or technical support & services delivery.
Six or more years of management experience in a fast paced Application Development or support environment preferred.
Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred.
Functional skills (preferred) in Supply Chain / Procurement / Manufacturing / Warehousing / Transportation applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc.
Technical skills (preferred) in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL.
Demonstrated record of success in customer engagements and strategic account management.
Proven situation-management, escalation management skills including partner, customer and cross line-of-business collaboration.
Thrive managing and growing customer relationships at the senior executive level.
Ability to articulate and solve complex business and technical problems.
Customer-Centric focus on high quality service, delivery, and retention.
Passion for leading teams and providing mentorship and coaching.
Excellent verbal and written communication skills.
Highly logical, analytical, and innovative thinker.
#J-18808-Ljbffr