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Manager, Support Engineering

Manager, Support Engineering

Oracle
  • Posted a day ago
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Job Description

Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the Incident Management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates the escalation of identified issues in products or infrastructure to QA and Development Teams for resolution. Drives collaboration with cross-functional teams on business problems and coordinates support service improvement projects and proactive support initiatives. Partners with next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements moderately complex operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.

More Info

Key Skills

Proactive support initiatives

Cross-functional collaboration

KPI analysis

About Company

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people 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 emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States. 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.

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