CSS Incident Manager – AMERICAS Service Desk

Responsibilities

• Act as first customer point of contact and observe the response SLOs

• Triage customer requests and engage appropriate technical teams and experts following the predefined processes and best practices

• Capture and collect customer concerns issues and impact

• Provide customer service and incident management support as per Service Desk delivery standards

• Act as an escalation point for critical issues following Oracle best practices

• Stand as customer advocate and work in partnershipwith Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups

• Enable and expedite the resolution of issues reported by customers by orchestrating and coordinating the troubleshooting progress

• Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams while communicating timely status updates to customer and internal stakeholders

• Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution

• Join conference calls with Oracle teams and/or customers on demand to discuss critical issues establish action plans and share status updates on incidents

• Confirm incidents closure to customer satisfaction and contribute to post-incident reviews

• Ensure traceability of results by using reporting tools to accurately capture delivery

• Prepare the deliverables required and send them on the agreed schedule and frequency

• Ensure permanent coordination alignment on standards and warm handover at shift end with the members of the Service Desk

Requirements

- University Degree

- English proficiency is a must (both written and spoken production)

- Customer service/support background in IT environment preferred

- Previous Incident Management / Escalation Management experience

- Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus

Skills and Competencies

- Self-driven unwavering and committed to growth

- Strong communication and persuasion skills

- Customer process and results oriented

- Analytical and organized

- Able to maintain sustained focus and deliver prompt response to incidents

- Resourceful and creative capable to adapt and find the best approach for any situation

- Able to work both within a multicultural team as well as independently

- Excellent collaboration skills and team work attitude

- Demonstrate attention to details and perseverance

- Committed to delivering value and high performance

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Career Level - IC3