Senior Client Support Operations Manager

2 weeks ago


Bengaluru, Karnataka, India Oracle Full time
Job Description

We are seeking a highly experienced Senior Team Lead, Client Support to join our team at Oracle Cerner.

The successful candidate will be responsible for directing the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance.

You will monitor production support ticket queues, manage knowledge databases, and analyze incoming ticket data to balance resources, improve processes, and increase productivity.

A key focus area will be managing client expectations, identifying satisfaction issues, and developing plans to exceed client expectations.

You will plan, delegate, and direct the team's day-to-day work to achieve operational targets or objectives with contribution to immediate results for the team.

You will communicate policies, practices, and procedures within your area of responsibility to stakeholders within the team.

Key Responsibilities:
  • Direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance
  • Monitor production support ticket queues and manage knowledge databases
  • Analyze incoming ticket data to balance resources, improve processes, and increase productivity
  • Manage client expectations, identify satisfaction issues, and develop plans to exceed client expectations
  • Plan, delegate, and direct the team's day-to-day work to achieve operational targets or objectives
Requirements

We are looking for candidates with at least 5 years total combined related work experience and completed higher education. This should include at least 2 years of Product/technical support work experience and 4 years of additional work experience directly related to the duties of the job and/or completed higher education.

Preferred qualifications include at least 1 year of people management, matrix management, project management, or other indirect leadership work experience.

Additional Requirements:
  • Bachelor's degree or equivalent relevant work experience
  • Good communication and problem-solving skills
  • Experience working in Cerner Millennium is an added advantage
Salary and Benefits

The salary for this role is expected to be around ₹12-15 lakhs per annum, depending on location and experience.

Oracle offers a range of benefits including health insurance, retirement savings plan, and paid time off.

Location:

This role can be based in various locations, including IST (Indian Standard Time) zones.



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