Senior Team Lead, Client Support

2 weeks ago

Bengaluru, India Oracle Full time

We are excited to hire a Team Lead, Client Support, at Oracle Cerner. As Team Lead, Client Support, you will be responsible to direct 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. You will manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You will analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will identify client and solution delivery satisfaction issues, manage client expectations, and develop 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 the immediate results for the team. You will communicate policies, practices and procedures within immediate area of responsibility to stakeholders within the team. You will identify and plan team-level quality and process improvement initiatives
Deliver consistent and timely training, guidance and feedback to encourage associate success. You will provide input on staffing and performance decisions for direct reports. You will supervise a team associates.

The candidates need to be willing to work on on-call support and open to work in different shifts

You will be responsible to seek to understand disagreements, ensure all perspectives are heard, and facilitate a plan for resolution. You will be responsible to delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. You will be responsible to identify associates and team priorities based on business direction and adjust when needed. You will be responsible to lead by example and share knowledge and experiences with associates and the team. You will also be responsible to create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments. You will be responsible to provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development. You will also be responsible to identify the right talent to achieve the desired results. You will be responsible to promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

Basic Qualifications:
At least 5 years total combined related work experience and completed higher education, including:
At least 2 years of Product/technical support work experience
At least 4 years of additional work experience directly related to the duties of the job and/or completed higher education, including: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.

Bachelor's degree or equivalent relevant work experience

Good to have team handling experience Troubleshooting, Incident Management, Change Management, Problem management with service KPIs and client support or client-facing experience will be an added advantage

Experience working in Cerner Millennium will be an added advantage

Expectations:
Perform other responsibilities as assigned. Willing to work in Shift timings – to IST.

Should have excellent communication and problem solving skills

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