Support Team Lead ONSITE

Come and join us! We’re on a journey to advance how health happens with technologies that empower patients, support clinicians, inspire innovation, and save lives. Our mission? To create a human-centric healthcare experience powered by unified global data. 

It’s a big challenge, but big challenges are what we do best. We’re already transforming major bodies like the UK National Health Service, Blue Shield of California, and the Senegalese Ministry of Health—helping them turn data into lifesaving decisions and better patient care.

We want people just as dedicated as we are to improving health equity and delivering quality care across the globe. If you’re excited about making healthcare more human, you’ve come to the right place.

Work with Oracle's world-class healthcare Cerner EMR technology to develop, implement, and support Oracle's global infrastructure. 

 

We’re looking for a Support Team Lead to help us in Montgomery, AL.  

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

 

Career Level - M1

As a Support Team Lead you will manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance.  You will direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, application maintenance, and monitor production support ticket queues. Your responsibilities will include managing the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution as well as analyze incoming ticket data and see opportunities to balance resources, improve processes and increase productivity.  You will also identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. 

Your people management responsibilities will include managing routine associate situations, directing the work efforts and results of a team of associates, develop team goals and manage them for results.  You will develop associates through coaching performance, completing performance reviews, goal setting and development planning. Finally, you will be responsible for promoting diversity and create a respectful work environment.

Basic Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Computer Information Systems, Management Information Systems, Business Administration, related field or equivalent relevant work experience
• At least 3 years of technical support work experience

Preferred Qualifications

• At least 1 year of people management work experience

Expectations

• Must reside or around the Montgomery, AL area
• Perform other responsibilities as assigned
• Willing to regularly round to client onsite diagnostic imaging locations
• Willing to participate in rotating on-call coverage
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within the scope of the position

If this sounds like you, we hope to meet you! Create the future with us. Apply now.

 

Supervises a team of analysts to manage the operational performance goals. Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Responsible for ensuring the team delivers functional and technical solutions to customers. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Applies Oracle methodology, company procedures, and leading practices. Provides coaching, guidance and feedback to develop skills of team members and take corrective actions to address poor performers. Performs administrative duties such as approving timesheets and expenses.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immu