Product Support Manager
2d ago

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.

This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.

A primary point of contact for customers, you are 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 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.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and / or functional peer group managers.

May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

Responsibilities :

  • Manage the daily activities of the team and ensure 24 / 7 continuous coverage.
  • Lead team to build, maintain, and automate daily processes, scripts, and reports.
  • Coaching and mentoring team members, identifying opportunities to improve, train and upskill
  • Ability to communicate at all levels from senior leaders to individual contributors, including technical and non-technical audiences.
  • Interact with Product, Engineering, and Operational teams to prioritize bugs and fixes
  • Be a single point of contact for escalations and coordinate communication and resolution of major issues.
  • Report promptly to management and business partners regarding critical outages until resolution.
  • Provide timely reports and updates on production support activities to stakeholders and customers.
  • Become a TPM (Textura Payment Management) product expert
  • Be a voice of Production Support in escalations, incidents, and post-mortems.
  • Background / Experience :

  • 3+ years of experience in technical support, product support, application support, or IT support - software focused, and with 1+ years of experience in management.
  • 2+ years of experience in UNIX, SQL, and OOP (Python preferred but not required)
  • Experience in building, maintaining and automation of tools and processes.
  • Experience with automation of reports.
  • Demonstrated experience in managing successful large, cross functional projects
  • Strong leadership skills; able to successfully influence without authority
  • Inherent organizational skills
  • Ability to garner strong working relationships across multiple teams is a must
  • Strong curiosity to all things and a desire to problem solve
  • Ability to adapt to a fast growing and changing environment
  • Excellent problem-solving skills
  • Excellent written and verbal communication skills
  • Broad knowledge of SDLC and ITIL
  • About Us

    Diversity and Inclusion : An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.

    Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

    In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

    Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability.

    The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.

    We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

    At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.

    We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles.

    to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work.

    It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. 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.
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