Support Services Owner

2 weeks ago

Bengaluru Karnataka, India Oracle Full time

As the Support Services Owner, your role within a team setting involves taking custodianship for encouraging and maintaining Oracle Cerner client relationships. In your interactions with Oracle Cerner clients, you will undertake a variety of responsibilities. Your overarching objective is to nurture positive relationships within the team and with clients, striving to deliver valuable outcomes for both Oracle and our clients.
- Managing intricate external client relationships characterized by a high degree of variability.
- Influencing client support strategy with a focus on achieving value and targeted outcomes
- Developing refined continuous improvement strategies
- Serving as the sole point of contact for support critical issues that cut across different interpersonal units
- Providing expertise in support processes and offering mentorship on expectations for both internal collaborators and external clients
- Collaborating with internal team value and participating in efforts to improve overall performance and efficiency.

**Basic Qualifications**
- At least 2 years healthcare information technology (HCIT) consulting, HCIT support, project/program management, client relationship management and/or other client-facing or HCIT solution work experience. Bachelor's degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or related field, or equivalent relevant work experience

**Preferred Qualifications & Expectations**
- Perform other responsibilities as assigned
- Provide 24/7 on-call support as needed
- Willing to work additional or irregular hours as needed and allowed by local regulations
- Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.
- Responsible for ensuring client satisfaction and meeting service level targets.
- Attain business goals through the development of client relationships, conducting regular reviews of support metrics for -client leadership, and proposing effective strategies.
- Lead all aspects of critical issues of client service requests and call out as needed.
- Secure approvals for change requests, prepare documentation, and lead weekly client change control calls.
- Coordinate and facilitate package management, and foster collaboration with internal collaborators to accomplish client objectives.

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