Product Support Sr. Manager - Engineered Storage
Oracle
Bangalore
2d ago
source : Shine

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).

This role is a Customer facing, Senior Manager, reporting to the Director of ZFS Storage Appliance Global Customer Support.

This candidate will be managing a large team of top talent Technical Support Engineers in Bangalore, IN.You will interact with peers and stakeholders in the US, Romania and elsewhere - some travel will be required.

This Senior Manager will represent Oracle HW and SW to the customer and advocate for them within the Global Support Organization.

You will also be required to retain and attract a talent pipeline and growing the organization in fiscal year 2020. You will ensure your team is delivering customer service at the highest level and meeting business objectives.

The role requires working under pressure in customer escalated situations. Strong customer communication and management skills are required.

You will also interact with Service Readiness and Engineering teams to drive product quality prior to and post product release.

The position requires off hours, on call or weekend work as the global business needs dictate.,

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