Senior Field Support Manager

<p>This role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and Hardware Field Support territory. <br/>You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Manage the day-to-day operations in Cloud Hardware Support of all <br/>data center sites under your area, in a 24/7 mission critical environment.</li> <li>Responsible for ensuring timely delivery of services/tasks </li> <li>Effective upwards reporting of progress, KPIs, and incidents. </li> <li>Primary point of contact for the Data Center Manager</li> <li>Primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues. </li> <li>Negotiating and coordinating with local vendors, and will be expected to drive performance and expectations.</li> <li>Grow your teams, provide progression, leadership, guidance, and training to allow them to excel.</li> <li>Driving a culture of continual improvement and learning throughout everything you do.</li> <li>Participate in Talent review process, performance management, and other topics pertaining to effective people management.</li> <li>Understand how to manage individual contributors for the best outcome and self-sufficiency.</li> <li>Critical thinking, and always wondering how to scale things up.</li> <li>Drive appropriate recruitment in your area at a fast pace, ensuring the employment of high-quality team members with a passion for excellence.</li> <li>Work closely with Human Resources and any local Environment Health and Safety to ensure the best possible relationship and care for Oracle employees.</li> <li>Focus and prioritize appropriately on what is most important at any point in time and ability to task-shift rapidly.</li> </ul> <p><br/> </p> <p> </p> <p><strong>Requirements:</strong></p> <p>We’re looking for an experienced leader, with strong people management experience, business acumen and a well-rounded IT technical abilities, providing leadership, direction, and operational excellence within a subset of sites.</p> <p>We believe you will need to have the following experience, but we also expect you to bring your own unique experiences to the position. Not everyone is the same, and we value individual critical thinking and wide perspectives that we may not have had before.</p> <p><strong>The candidate </strong></p> <ul> <li>Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience with five or more years of technical or professional experience with three or more years of management experience (preferably in a support environment).</li> <li>Experience in data center infrastructure support in a mid-sized environment (200 - 1000+ server systems).</li> <li>Experience in rack and stack equipment including commissioning of new racks.</li> <li>Structured cabling skills on fibre &amp; copper.</li> <li>Experience in Oracle Hardware installation and troubleshooting.</li> <li>Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.</li> <li>Experience working in a “mission critical operations” environment.</li> <li>Strong adherence to processes and be a Process Champion.</li> <li>Excellent communication skills (oral &amp; written) and ability to interact professionally with a diverse group of customers and staff.</li> <li>Experience providing client-facing, direct customer support and service.</li> <li>Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual.</li> <li>Highly service-oriented, reliable, responsible, self-motivated</li> <li>Good English and Dutch (reading, writing, speaking)</li> </ul> <p> </p> <p>At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. </p> <p><a href="https://www.oracle.com/corporate/careers/diversity-inclusion/" rel="nofollow" target="_blank">https://www.oracle.com/corporate/careers/diversity-inclusion/</a></p> <p>The Senior Manager translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan while routinely coaching first line managers to maximize performance. You will be expected to carefully prepare and communicate employee performance appraisals on a regular basis, while jointly implementing and employee development plan for each team member. Of the more day-to-day ac