The Oracle Health Sciences GlobalBusiness Unit (HSGBU) is a specialized business unit focused solely on thesoftware and service requirements of the Health Sciences industry. Bydelivering software solutions aimed at adding value to Healthcare and lifescience organizations, the HSGBU has the unique and exciting opportunity to beat the forefront of enabling better patient outcomes within the clinicalindustry.
This role would entail managing ateam of technical support analysts with assignments ranging from simple tocomplex in nature where judgment may be required in problem resolution andcustomer guidance. The team is mid-level technical support for Life SciencesCloud applications used predominantly for clinical studies. The team would beresponsible for supporting end-users via phone and support tickets. The teamthemselves are responsible for upholding andexhibiting Oracle’s standards of world-class customer support while providingadvice and assistance within our standard operating procedures as well asregulatory and industry standards. Our mission in HSGBU Support is todynamically adapt to customer needs around the clock to ensure on-goingcustomer success and patient safety. The manager would be exemplifying this atall times
Selection willbe based on solving real time business situations, interviews, individuals'past experiences, and proven ability, contributions to the team andadaptability to the new role.
The successful candidate mustbalance her or his product knowledge and skills with a high level of customerservice objectives in all stages of work.
•Mid-level technical support forfunctionality questions, errors and Cloud unavailability; performance andtechnical issues (team does not handle non-technical issues)
•Restore service/functionality to theuser with target of resolving circa 50% of technical issues; keep knowledgearticles updated
•Receive, acknowledge & prioritizeissues reported from customers via support requests and phone calls
•Triage role to route issues through tosecond-level technical support and Cloud hosting teams; act as a liaisonbetween groups
•Handle communication re maintenance tocustomers from Cloud hosting teams
Education andExperience Required:
·Highly self-motivated and customer-focused, with a pro-active and responsiveapproach
·Able to multi-task in a fast paced environment and within strictdeadlines and regulations
·Able to influence and build rapport with colleagues and customers,locally and worldwide
·Able to work independently as well as part of a cross-functionalteam
·Exceptional attention to detail
·Experience in initiating new processes and procedures to stabilizethe support operations for new products, customers and processes
·Proven ability to troubleshoot and resolve complex issues in acustomer facing environment involving multiple internal and externalstakeholders and enable the team to manage such issues
·Understandingof Operational metrics ( CSAT, Productivity, Closures, Avg resolution time,Attrition etc, Availability time)
·Planningand organizing activities like training, mentoring, coaching etc
·Peoplemanagement skills for both customers and internal teams
·Translates plans into specific and measurable goals for self andothers. Regularly measures and monitors progress and results by using defined metrics.Provides adequate resources to achieve plans, justifying additional resourcesas required.
·Ensures appropriate operational planning is effectively executedto meet business needs.
·Displays self-confidence, authority, enthusiasm, and an ability tostimulate and motivate others. Makes sure that team members understand how theirwork activities support team goals, vision, and strategies. Leads by exampleand delegates appropriately.
·Establishing team processes, values & practices
·Anticipates change and its impact on others. Manages the changeprocess by identifying barriers and obstacles to change, and by ensuring thatthese are overcome.
·Expresses and articulates key elements of ideas or concepts (bothwritten and verbal) in a logical, descriptive, and comprehensible manner. Anticipatesreactions and responds appropriately. Probes and listens for information fromothers, without interrupting or judging, in order to understand underlyingissues.
·Identifies others' needs and personal styles and links own viewsor position to those interests, desires, or goals to actively influence outcomes.Generates creative solutions in such a way that others choose to change theirperceptions.
Ultimately, this is amid-level support team management role for SaaS products providing technicalassistance for how-to questions ranging from simple to complex in nature wherejudgment may be required in problem resolution and customer guidance.
Detailed Description and Job Requirements
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 Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.
Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).