Product Support Snr Manager

1 month ago

Bengaluru, India Oracle Full time

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

We are looking to recruit a senior and experienced candidate for Enterprise Manager support team. His/Her main responsibility would be to lead Enterprise Manager Support team and will be expected to work in partnership with customers, support engineers and developers. He/She should have a good overall knowledge on product functionality and demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/She should be able to perform their assigned duties with a great degree of independence requiring minimal direction. He/She should be adept at building relationships across organizations and leveraging these relationships to resolve cross-product issues. He/She would be responsible to drive the highest level of customer satisfaction for the team. He/She is expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.

Career Level - M3

As a Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

We are seeking an experienced and dynamic Engineering Manager to lead our team of skilled engineers within the Oracle Enterprise Manager support group. Based in Bangalore, the Engineering Manager will play a pivotal role in driving technical excellence, fostering collaboration, and ensuring the delivery of high-quality support services to our customers.

Responsibilities:

Lead and mentor a team of support engineers, providing guidance, coaching, and technical expertise to ensure the resolution of complex product issues. Collaborate closely with customers, support engineers, developers, and other stakeholders to troubleshoot Enterprise Manager product problems and provide timely solutions. Drive initiatives to improve overall product quality, documentation, and customer satisfaction. Oversee the installation, configuration, and maintenance of Oracle Management Server (OMS) and Management Agents. Coordinate with cross-functional teams to facilitate upgrades, patching, and deployment activities. Foster a culture of continuous learning and knowledge sharing within the team. Act as a liaison between the engineering team and management, providing insights and recommendations to drive strategic decision-making. Participate in product/platform testing, Beta programs, and initiatives to enhance product functionality and performance. Serve as a Situation Manager for critical customer issues, directing resolution efforts and consulting with management as needed. Analyze workload, identify best practices, and implement changes to improve team productivity and efficiency. Promote technical and professional development within the team through mentoring, training sessions, and the creation/review of knowledge repository articles. Champion a customer-focused mindset and ensure that team members consistently deliver exceptional support services. Demonstrate a strong commitment to maintaining expertise in relevant technologies and industry trends.

Qualifications:

Technical degree in Computer Science, Management Information Systems, Engineering, or related field, or equivalent professional experience. Excellent proficiency in English language, both verbal and written.

Personal Attributes:

Proven leadership abilities with a focus on driving results and fostering a collaborative team environment. Strong problem-solving and analytical skills, with a keen attention to detail. Exceptional communication and interpersonal skills, with the ability to build and maintain relationships at all levels. Demonstrated willingness to learn new technologies and share knowledge with others. Effective influencing and negotiating capabilities. Customer-centric mindset with a dedication to exceeding expectations. Confident and decisive decision-making abilities. Enthusiastic and adaptable, with a passion for driving continuous improvement. Organized and proactive, with a focus on achieving goals and objectives. Ability to coach and transfer knowledge effectively, including writing technical bulletins and delivering technical courses.

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