Senior Manager, CSS Tech Delivery, Global Expertise Center

Customer Success Services (CSS) is a unit within the Oracle��s Customer Service Organization that establishes long-term relationships with Oracle's largest customers through annuity-based service contracts. CSS provides valuable services that go well beyond the standard Customer Support to supply fully handled applications services, technical expertise, advisory services, risk mitigation, and higher Support levels both in traditional on-premises environments as well as in Oracle Cloud environments.
Oracle CSS Global Delivery is a global delivery organization with over 3000 highly skilled Oracle technologists, CSS service engineers and CSS functional consultants.
As a member of the Support organization, our focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Senior Manager, Global Delivery is passionate about the delivery of departmental results for support operations through successful direction of line managers and their staff within the department. Our target is to ensure high levels of customer happiness by making certain that quality and efficiency guidelines are established and strived for by each team, driving quality/efficiency improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identify the root cause, in collaboration with World-class support. Proactive support includes performing technical evaluation of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options etc.
15+ years of professional experience. 5 years of project/customer/account/people management experience in a support organization preferred. Excellent presentation skills. Excellent written and verbal communication.
Preferred Qualifications
Education: Bachelor or Post graduate Degree in Computer Science, Engineering, related field or equivalent
Scope: Leads an engineering team responsible for the successful technical delivery of CSS contracts for global customers covering Database, Exadata, FMW, EM, O&M & Cloud technologies. Forms part of the Global Expertise Center (GEC) Delivery management team, with shared accountability for CSS business and customer success. Be accountable as the point of contact for remote services to assure appropriate technical skills and resource coverage to fulfil delivery commitments in the most efficient way – whether they be on-site, remote or third party .
Service/product development activities/initiatives.
Drive the technical and soft skills development of team members in line with CSS objectives, and their personal development plans, career goals
Works with Oracle teams across lines of business such as Product Support, Customer Management, License Sales, Product Development Consulting and Education
Collaborates closely with other managers within the support/Service management organization (internal and external stakeholders). Develops strong relationships with partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity.
Drive collaboration and partner with Global Centers, Regions, development and support Organizations on projects and initiatives for process improvements increasing quality and productivity.

Career Level - M3

The role has responsibility to deliver CSS services to customers globally. Regular interaction with the internal account teams in NA, EMEA, LAD and APAC. Manage 24x7 model of onsite/remote delivery covering shifts and weekends.
Below mentioned Key Credentials with proven track record is needed:
·      Working globally
·      Customer Management
·      Project Management
·      Planning and Organizing Delivery Management
·      Escalation Management
Preferred Technologies
·      Oracle Database across enterprise versions (11g, 12c, 18c and 19c and higher)
·      Engineered Systems (Exadata)
·      Oracle Cloud Infrastructure, ExaCC, ExaCS & ADB
·      Oracle Fusion Middleware (FWM)
·      Oracle Enterprise Manager (OEM)
·      Oracle Cloud Observability and Management (O&M)
Key Strategic Deliverables
Driving Growth (improve delivery capabilities, identify new opportunities, reduce expenses)
·      Innovation (New Services, Process automation, Build Proficiency).
·      Improve Transparency (Customer visibility, internal transparency).
·      People Focus (Career development, Performance management)
·      Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
·      Achieve margin % target
 

As a world leader in cloud solutio