Job DescriptionAs 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.Career Level - M2Responsibilities· 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, CODisclaimer: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 onlyUS: Hiring Range: from $77,600 to $158,200 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.Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.11 paid holidaysPaid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.Paid parental leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.* Which includes being a United States Affirmative Action Employer
