Database Product Support Manager - High Availability

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

 ·      You will be required to facilitate expediting resolutions to customer issues, and manage escalations by effectively communicating & reporting using internal tools with customers and internal stakeholders on escalations.
·      You will be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
·      As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in the development of effective management skills.
·      You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals.
·      Your team is likely to be comprised primarily of technical professionals.
·      Frequent (Weekly) interaction with immediate manager discussing Organization KPI Scorecard and goals, including steps taken to meet organization objectives.
·      Weekly interface calls between Support & Development teams discussing critical/aging issues. Interface between customer and Oracle Engineering (Development) teams for customer escalations.
·      Be able to collaboratively work in a team environment and lead teams where multiple players contribute to problem resolution.
·      Provide technical direction to team members to resolve technical issues.
·      Handle customer escalations per the processes and best practices to help drive high Customer Satisfaction.
·      Lead the team to create technical documents relating to issues or information that is either not corrected and a workaround exists or is not officially documented in user’s manuals.
·      Continually improve all aspects of the professional development of the team, both from technical and service delivery standpoints.

 

Qualifications
·      10+ years of Oracle database experience including 5+ years of experience in Support Engineer or Management Roles (preferably in a support environment).
·      BSC / B Tech/ M Tech/ MCA/ M Sc (Computers) with strong technical experience as an Oracle DBA on Oracle 8i/9i/10g/11gR2/12c/19c or other database product
·      Experience in a Real Application Cluster (RAC) Environment a plus.
·      Ability to function under pressure in critical situations.
·      Ability to lead and manage the team of Support Engineers keeping high motivational levels.
·      Must Demonstrate good employee relationship and organization skills. Should be able to motivate employees and sustain operational excellence.
·      Must Demonstrate Razor Sharp Focus on Service Delivery Quality.
·      Coaching / Mentoring Skills - Able to coach and train engineers on technical and process front.
·      Build Good Rapport building with other LOBs including Local Customer Support in respective countries, SDMs, Base Development, Sales etc.*NOTE*
·      This position will cover shift 5 - US MST/PST working hours. (2:00 PM - 11:00 PM ET)
·      .Candidate will need to work from office atleast 3 days a week.
·      Preferably located within one of these metropolitan areas - Austin, TX/Lehi, UT/Colorado Springs, CO

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

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