[ref. d79614716] Bangalore - CSS – Oracle SAAS – Senior Manager Customer Success services

Job Description

AboutOracle Advanced Customer Services

Who better to support Oracle...than Oracle https://www.oracle.com/support/advanced-customer-services/

With over 20 years of providing dedicated support to more than 6,000 companies in 100 different countries, services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Serviceshelps themembrace the right technology to shape their future and achieve more.

When business continuity is crucial and you need mission-critical support, Oracle Advanced Customer Services offers proactive guidance and preventative services delivered by a dedicated support team. This mission-critical support is to drive high availability across the entire Oracle IT stack-from applications, middleware, and database to servers, storage, and network devices.

The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues.

Advanced Customer Services-Oracle Senior Manager / Director

Position Overview:

We are looking for Oracle Senior Managers / Directors with Overall 25+ years of IT experience with at least 10 to 15 years of Fusion experience and remaining years of IT domain experience in Oracle EBS or other applications. The selected candidates should be able to relocate to any one of the work locations (Bangalore, Hyderabad, Gurgaon) for forthcoming projects if selected, should also be willing work in shifts if required as our customers are spread across various countries.

Must have good experience in Implementation, Support and upgrade projects. We are looking for a person who has real-time hands-on functional/product and/or technical experience and/or worked with Implementation, Support and Upgrade Projects as Project / Portfolio Managers/Directors

• Position is for a Senior Managers / Directors preferably with implementation/Support background in Oracle cloud Applications.
• Responsibilities include but are not limited to providing excellence in Customer Support services

• Must have Skills
• 25+ Years relevant working Experience with 10 to 15+ Years in Oracle Cloud Application Experience
• Should have managed multiple Projects as Project managers with ACV of $5M+
• Should be certified in PMP or ITIL or Scrum Master
• Should have Good knowledge of Project life cycle and Managed Operations Support
• Should have managed Team members, team performance and productivity
• Experience is Resource on-boarding will be added advantage.
• Should have Good experience in Risk, Scope, Escalation, Conflict, Delivery, Problem and Customer Management
• Should have implemented and guided team on RCA, Innovation and automation

• Escalation management:
• Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
• Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
• Responsible for adherence to customer's SLA's as well as internal productivity targets
• Scoping and executing the Services
• Manage resources performing the Services, work assignments, prioritization
• Gather metrics and drive process improvement
• Resource Staffing, Skill Development, Training and Utilization
• Manage Risks, Issues, Mitigation and Escalations
• Ensure Process Compliance
• Responsible for Quality Audits
• Proactively escalates where required to Oracle Senior Management
• Manages Contract and Invoicing issues
• Work with the customer to become a reference
• Work on internal project & initiatives which require temporary region-wide access to data
• Support Pre-sales efforts
• Review existing services including to ensure a thorough understanding of the requirements
• Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
• Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
• Produce regular and accurate progress reports
• Regularly update the users and support team on progress against Plan
• Implement Service Improvement policy and processes
• Establish priorities
• Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
• Plan for service growth

• Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
• Leverages Key Oracle Senior Management to drive Oracle's commitment and partnership within customers organization
• Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives
• Manage overall service delivery
• Support Oracle Business Development initiatives

• Provides Program oversight and direction to the delivery team to meet customer objectives
• Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement
• Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues
• -Coordinate Executive Meetings.

• Ensure that Oracle's services are being provided as per contractual obligations
• Responsible addressing Billing and Contract Financial issues.

• Provides functional and technical help to Support Engineers for resolving various issues
• Closely work with counterpart leads of Customer for periodic review and improvements
• Creates reusable components
• Proactively suggests Product Improvements and new functionality
• Focuses on Quality and efficiency of Issue resolution
• Participates in different Oracle Community Groups/forums
• Available 24/7 for escalations
• Application setup and configuration assistance
• Ensures customer satisfaction through timely and efficient completion of deliverables
• Ensures the team addresses all relevant issues within the compliance and customers coding standards
• Monitors the performance of the team members
• Assures accountability, ownership, and quality of delivery
• Encourages team cohesion and timely communication
• Prepares and delivers regular reports on the progress and outstanding issues.

Career Level - M4