Executive Escalation Manager (OCI) in Oracle
Job Description
Thiruvananthapuram, Kerala
6 days ago Full–time
Job description
Job Description
The Oracle Cloud Infrastructure (OCI) team is seeking accomplished and passionate individuals to lead and evolve our customers’ cloud journey.
Are you keen in learning how an end-to-end cloud infrastructure works? Are you passionate about making customers successful? Are you a customer advocate who enjoys building and establishing strong relationships and credibility? Are you excited about diving in and resolving customer issues, and willing to engage directly with Executives in high-profile situations?
We are looking for Escalation Managers to lead and manage complex customer issues and situations. The ideal candidate will have proven ability to communicate effectively in high-pressure situations, work on and lead cross-functional teams such as Support and Operations, Consulting, Engineering and Product Management. S/he is a forward-thinking problem solver with a solutions-oriented mindset and with a potential to deeply understand the impact of technical challenges. In addition, s/he has strong communication skills to clearly articulate high-level technical solutions and drive technical decisions to solve challenging technical and business problems.
As an Escalations Manager, you will bring business critical product issues to resolution and channel customers back to normal Support stream. You will strive to provide the highest level of customer support and satisfaction through collaborating with service teams from multiple Oracle lines of business in resolving product related issues that have a significant business impact on cloud customers.
Career Level – IC2
Responsibilities
Roles and Responsibilities:
• Principally responsible to own communication to customers and other teams within Oracle during critical incidents.
• Provide a single voice to the customer (internal or external) throughout the full lifecycle of an incident, from inception to resolution and corrective action.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Work as one member of a global team. Be able & willing to assist in work originating in other regions and be open to handing off your work to your team members for follow-the-sun issues.
• Engage and lead cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations.
• Manage timelines and resource engagement to drive resolution to critical/challenging customer issues in a cross-functional environment
• Track and communicate status and resolution to all customer and Oracle stakeholders in a factual, professional, timely and consistent manner.
• Primary shift = APAC(6 AM IST onwards) Time, rotational shift work, including some holidays and weekends.
• Technical aptitude sufficient to obtain OCI certification(s) as requested/required.
• Ability to communicate verbally and in writing, complex ideas and topics to multiple audiences at the appropriate depth for each. Professional working proficiency with written/spoken English. (Portuguese and Spanish a plus)
Preferred Qualifications:
• Experience in customer engagement and customer-facing service delivery and/or incident management roles.
• BA/BS in computer science or equivalent experience (Advanced Degree a plus).
• Strong verbal and written communications skills with prior experience in a customer facing role.
• Ability to multitask and prioritize with a goal of driving issues to closure.
• Knowledge and proficiency with Infrastructure as a service (IaaS) in a Public or Private Cloud environment. (Additional knowledge of Oracle PaaS/SaaS/DBaaS and other Oracle cloud products a plus).
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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Thiruvananthapuram, Kerala
