Product Support Snr Manager

As part of (ASE), the Fusion Enterprise Resource Planning Cloud Support Team is expanding to support our rapidly increasing customer base. Our team partners with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees, and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future, then this is the place to be.

POSITION OVERVIEW

Are you interested in leading a dynamic and fast paced technical support team, working with Oracle’s latest Fusion ERP Applications & customers, in the Oracle Cloud? We are expanding and growing to support our rapidly increasing worldwide customer base and this is a unique opportunity to be part of Oracle’s Fusion ERP Cloud Service Support Management team.

 

You will be responsible for leading a team of Application Support Engineers (Level 1, 2, 3, etc.), 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. These engineers are typically involved in technical and functional troubleshooting, both independently and in collaboration with Product Development (Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. You will also be involved in leading key initiatives that help improve support experience for customers and drive product improvement based on the Service Requests logged by our customers.

Career Level - M3

EDUCATION, EXPERIENCE & SKILLS

• B.S (Finance, Accounting, Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred. Other qualifications with adequate experience may be considered.
• Previous (direct) people management experience, particularly in fast paced, Application support environment preferred
• Past experience in functional ERP Applications, middleware and/or cloud support services preferred
• Functional skills in Accounts Payables/Financial applications – Order to Cash, Procure to Pay, etc.
• Technical skills in areas such as:  Middleware, web servers, ADF, IDE, Java, XML, SQL preferred
• Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written
• Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause
• Exceptional management & team building skills, capable of managing several high-level priorities simultaneously without reducing quality
• Self driven, motivated, Pro-active, well organized and a thorough planner
• Highly skilled at problem-solving & highly developed analytical skills
• Proven situation-management, Escalation management & customer management skills

This Support Manager Position will be based in our Colorado Springs, CO or Orlando, FL Support Center, and will be directly responsible to recruit, train, coach, appraise, manage performance, and retain, best and the brightest software support professionals within Oracle ERP Cloud Service Support team.

You will be responsible for one or more functional areas within Oracle ERP Cloud & work closely with other Fusion Cloud Service Support managers in the US, India, and Romania, to manage a flawless service delivery, to our global clientele.

You will be responsible to manage team members working in US shift 3 and shift 4 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. 
 

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $97,400 to $199,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

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