CSS - Service Manager

A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle Customer Success Services. The expertise center delivers service management functions non-technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

Responsibilities

• Provide customer-dedicated service and incident management support
• Act as an escalation point for urgent issues
• Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups
• Enable and expedite the resolution of functionality / performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams
• Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns
• 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 or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents
• Ensure traceability of results by using reporting tools to demonstrate progress
• Prepare the deliverables required by each customer / account manager 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 project

Requirements

Skills and Competencies

Career Level - IC3