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Senior Team Lead, Client Support Specialist

1 month ago

Bengaluru, Karnataka, India Oracle Full time

We are seeking a highly experienced Senior Team Lead, Client Support to join our team at Oracle Cerner. In this role, you 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. Your key responsibilities will include monitoring production support ticket queues, managing knowledge databases to support business processes, and analyzing incoming ticket data to seek opportunities to balance resources, improve processes, and increase productivity.

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 to support business processes.
  • Analyze incoming ticket data and seek opportunities to balance resources, improve processes, and increase productivity.
  • Identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations.
  • Plan, delegate, and direct the team's day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team.
  • Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team.
  • Identify and plan team-level quality and process improvement initiatives.

Requirements:

  • At least 5 years total combined related work experience and completed higher education, including at least 2 years of Product/technical support work experience and at least 4 years of additional work experience directly related to the duties of the job and/or completed higher education.
  • Bachelor's Degree or High School Diploma.
  • Preferred Qualifications: at least 1 year of people management, matrix management, project management, or other indirect leadership work experience.

Additional Requirements:

  • Experience working in Cerner Millennium is an added advantage.
  • Excellent communication and problem-solving skills.
  • Will to work in shift timings – to IST.

Expectations:

  • Perform other responsibilities as assigned.