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Oracle Product Support Manager - Exadata Cloud in Boston, Massachusetts

Job Description

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).

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 161184 in the subject line of the email.

Responsibilities

Oracle Support Manager needed for growing team.

The Support Manager will manage on-site Oracle Support Engineers providing support for Oracle Customers both on premise and on cloud environments.

An ideal candidate should have significant experience in Oracle systems and architecture: including performance tuning for enterprise applications, Exadata, and Oracle Cloud infrastructure.

This position is for Colorado Spring, CO and Lehi, UT. Candidates with strong relevant experience will be considered for remote working.

A successful candidate will be required to work 9:00AM – 6:00PM PST while standard time is in effect and 10:00AM – 7:00PM PDT when day light savings time is effective.

Duties & Responsibilities

  • Works with Oracle Support Engineers to streamline the delivery of support services.

  • Drives support procedures to ensure they meet the business needs and customers SLA’s.

  • Leads teams to successful execution of support services as defined by Oracle SLA criteria including those established by the Line of Business, customer profile and special circumstances.

  • Follows and maintains support methodology (templates, processes and deliverables) and ensures all support engineers understand their responsibilities in this process.

  • Partners with Development Teams to best streamline processes and generation of patches, backports and solutions to customer problems.

  • Remains up to date on key technology, business and industry trends.

  • Develops budget and annual goals and objectives; holds team accountable for attaining goals and objectives.

  • Set strategic direction for the training and evaluation of team members.

  • Oversees shift definition, workload balancing and business continuity planning

  • Directly supervise the activities of Support Engineers.

  • Assists in troubleshooting efforts and coaches team members on troubleshooting strategies

  • Pushes innovative approaches to solving problems

  • Maintains readiness of the team aligned with Oracle’s release cycle.

Qualifications

  • B.S. in Computer Science IS or related degree and seven (7) years of relevant experience including leadership experience.

  • Subject matter expertise in architecture, database design and/or engineering.

  • Strong Oracle and Exadata DBA experience including Database capacity planning and performance tuning.

  • Database administration principles and practices.

  • At least 3 years of management/supervisory experience with medium sized teams.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer

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