Adv Customer Service Support Snr Manager

London - UK

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

The role involves significant communication at all levels internally and externally. Requires a 24x7-hours commitment to participate in the Manager on Duty oncall rotation program.
Knowledge / hands on experience with relevant OCI system tools and processes
Ensure high levels of customer satisfaction by making certain that quality and productivity Service Level Agreements (SLAs/OLAs) are met by executing quality/productivity improvement efforts and understanding strategies of Oracle organization.
Full understanding of all related escalation and incident management processes and best practices
This role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and Hardware Field Support territory.
You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.
Able to manage UK/Global project while maintaining day to day activities.

Responsibilities

Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial DRCC Alloy OSC ) in their territory
Manage the day-to-day operations in Cloud Hardware Support of all
Data Center sites/DRCCs/ under your area in a 24/7 mission critical environment.
Ensuring 24/7 on-site service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.
Pro-active resource planning in order to meet SLAs and presence requirements.
Facilitating customer relationships and serving as a primary contact for customers/service teams and partners aiding in diverse customer situations and escalated issues
Coordinating and resolving conflicts following best practices
Acting as the liaison between various Oracle data centre environments and management
Able to handle and manage all level of communications successfully (internal and external ). This will require communicating with multiple teams and stake holders on multiple projects such as but not limited to: Datacentre Operations (DCO) Build Incident Managers
Documenting and addressing issues raised in regular meetings with DCO Management and other partners.
Implementing and reinforcing operational process improvements
Responsible for ensuring timely delivery of services/tasks
Effective upwards reporting of progress KPIs and incidents.
Primary point of contact for the Data Center Manager
Primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.
Negotiating and coordinating with local vendors and will be expected to drive performance and expectations.
Grow your teams provide progression leadership guidance and training to allow them to excel.
Driving a culture of continual improvement and learning throughout everything you do.
Participate in Talent review process performance management and other topics pertaining to effective people management.

Qualifications

Career Level - M3

Required Experience:

Manager

DescriptionThe role involves significant communication at all levels internally and externally. Requires a 24x7-hours commitment to participate in the Manager on Duty oncall rotation program.Knowledge / hands on experience with relevant OCI system tools and processesEnsure high levels of customer sa...

Description

The role involves significant communication at all levels internally and externally. Requires a 24x7-hours commitment to participate in the Manager on Duty oncall rotation program.
Knowledge / hands on experience with relevant OCI system tools and processes
Ensure high levels of customer satisfaction by making certain that quality and productivity Service Level Agreements (SLAs/OLAs) are met by executing quality/productivity improvement efforts and understanding strategies of Oracle organization.
Full understanding of all related escalation and incident management processes and best practices
This role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and Hardware Field Support territory.
You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.
Able to manage UK/Global project while maintaining day to day activities.

Responsibilities

Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial DRCC Alloy OSC ) in their territory
Manage the day-to-day operations in Cloud Hardware Support of all
Data Center sites/DRCCs/ under your area in a 24/7 mission critical environment.
Ensuring 24/7 on-site service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.
Pro-active resource planning in order to meet SLAs and presence requirements.
Facilitating customer relationships and serving as a primary contact for customers/service teams and partners aiding in diverse customer situations and escalated issues
Coordinating and resolving conflicts following best practices
Acting as the liaison between various Oracle data centre environments and management
Able to handle and manage all level of communications successfully (internal and external ). This will require communicating with multiple teams and stake holders on multiple projects such as but not limited to: Datacentre Operations (DCO) Build Incident Managers
Documenting and addressing issues raised in regular meetings with DCO Management and other partners.
Implementing and reinforcing operational process improvements
Responsible for ensuring timely delivery of services/tasks
Effective upwards reporting of progress KPIs and incidents.
Primary point of contact for the Data Center Manager
Primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.
Negotiating and coordinating with local vendors and will be expected to drive performance and expectations.
Grow your teams provide progression leadership guidance and training to allow them to excel.
Driving a culture of continual improvement and learning throughout everything you do.
Participate in Talent review process performance management and other topics pertaining to effective people management.

Qualifications

Career Level - M3

Required Experience:

Manager

Key Skills

MAC
Active Directory
Service Support
End user
Access Points
trouble tickets
OS
Linux
Project Management
Service Management
Service Quality
Setup
Service Desk
hardware
Software Applications

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About Company

Oracle

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when eve ... View more

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