Sr. Service Manager - Incident Management

Oracle

Oct 20, 2024

Applications are closed

Job
Full-time
Senior Level
Customer Relations
IT & Cybersecurity
United Arab Emirates, +2
Remote

Requirements

University Degree
English proficiency is a must (both written and spoken production)
Customer service/support background in IT environment preferred
Previous Incident Management / Escalation Management experience
Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus

Responsibilities

Act as first customer point of contact and observe the response SLOs
Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
Capture and collect customer concerns, issues and impact
Provide customer service and incident management support, as per Service Desk delivery standards
Act as an escalation point for critical issues, following Oracle best practices
Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
Confirm incidents’ closure to customer satisfaction and contribute to post-incident reviews
Ensure traceability of results by using reporting tools to accurately capture delivery
Prepare the deliverables required and send them on the agreed schedule and frequency
Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk

FAQs

What are the working hours for the Sr. Service Manager - Incident Management position?

The position requires working JAPAC day shifts, five days a week, with a weekend rotation.

Is prior experience in incident management required for this role?

Yes, previous incident management and escalation management experience is preferred for this position.

What qualifications are necessary for this job?

A university degree and proficiency in English (both written and spoken) are required for this role.

Do we require experience with Oracle Support tools?

Previous experience with Oracle Support tools and Oracle Cloud Infrastructure is considered a plus for this position.

Is customer service experience important for this role?

Yes, a background in customer service or support in an IT environment is preferred.

What skills are essential for the Sr. Service Manager role?

Essential skills include strong communication, analytical and organizational abilities, as well as customer, process, and results orientation.

Will the role involve direct interaction with customers?

Yes, the role involves acting as the first point of contact for customers and engaging with them regarding their requests and incidents.

Is the position part of a global team?

Yes, the position involves working as part of a global Service Desk team.

Are there opportunities for growth in this position?

Yes, the role is designed for self-driven individuals committed to growth and high performance.

Does Oracle provide any benefits for employees?

Yes, Oracle offers a competitive suite of employee benefits, including flexible medical, life insurance, and retirement options.

Oracle

Information Technology & Services

Technology

Industry

10,001+

Employees

1977

Founded Year

Mission & Purpose

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient. The work we do is not only transforming the world of business--it's helping defend governments, and advance scientific and medical research. From nonprofits to companies of all sizes, millions of people use our tools to streamline supply chains, make HR more human, quickly pivot to a new financial plan, and connect data and people around the world. At work, we embrace diversity, encourage personal and professional growth, and celebrate a global team of passionate people developing innovative technologies that help people and companies tackle real-world problems head-on.