Client Support Director

4 days ago


Bengaluru, Karnataka, India ORACLE Full time
Job Description

We are seeking a highly skilled Senior Team Lead Client Support to join our team at Oracle Cerner. The successful candidate will have a proven track record of success in leading teams and driving results in a fast-paced environment.

The Senior Team Lead will be responsible for planning and managing the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. This will include managing production support ticket queues, creating and maintaining knowledge databases, and analyzing incoming ticket data to identify opportunities to improve processes and increase productivity.

The ideal candidate will have excellent leadership skills, with the ability to motivate and direct a team of associates to achieve exceptional results. They will also have strong analytical and problem-solving skills, with the ability to identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations.

Main Responsibilities:
  • Planning and managing the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance.
  • Managing production support ticket queues.
  • Creating and maintaining knowledge databases to support business processes and deliver efficient problem identification and resolution.
  • Analyzing incoming ticket data to identify opportunities to balance resources, improve processes, and increase productivity.
  • Identifying trends and proposing solutions to mitigate client and solution delivery satisfaction issues.
  • Managing client expectations and developing plans to exceed client expectations.


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