Oracle Manager, Executive Escalations - Oracle Cloud in Austin, Texas
Work with a world class team to develop, implement, and support cutting edge Oracle technology.
Manages a team supporting and/or implementing software project(s) and/or internal systems. Defines, documents and manages scope, expectations, implementation approach, deliverables and acceptance testing criteria.
Manages and controls activities in multi-functional areas or sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Successful track record in applications implementation and as a manager. Expert knowledge of all applications within a business area; plus some knowledge of other applications. BA/BS degree preferred.
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Manager, Executive Escalations - Oracle Cloud
The Oracle Cloud Infrastructure Customer Support team is seeking accomplished and hardworking leaders to support teams who focus on evolving our customers’ cloud journey.
Are you an experienced leader who loves building/supporting teams of hard-working individuals? Are you a customer advocate who enjoys establishing and growing strong relationships and credibility? Are you passionate about diving in and resolving customer issues, and willing to engage directly with Executives in high-profile situations? Are you excellent at presenting sophisticated issues simply and succinctly?
We are looking for a Manager to lead and develop a team that handles complex issues in escalated situations for high-profile customers. The ideal candidate will have experience leading teams and developing individuals to work effectively in stressful situations. S/he shall have strong interpersonal skills to clearly articulate high-level technical issues to Executives and others at the appropriate level of detail. S/he will engage directly with customers as a partner in resolving severely customer impacting issues.
As a Manager, Executive Escalations, you will recruit, hire, and develop individuals to work well with Oracle’s most valuable customers when they are facing significant issues. You will engage to remove roadblocks with internal teams in order to drive rapid resolution of issues. You will work directly with customers as needed in high-profile situations and be an immediate escalation point in support of Escalation Managers.
Roles and Responsibilities:
Recruit, hire, and develop team members as your direct reports. Partner with peers in the distributed global team to matrix manage as needed.
Ensure team members are happy, effective, and growing in their career and new work experiences.
Develop balanced team culture and positive work environment to improve team member retention.
Work as one member of a distributed team. Collaborate with peer Managers to support the regional teams as they address follow-the-sun issues.
Operate efficiently in a fast-paced environment, maintain composure, demonstrate leadership, and communicate in an outstanding manner.
3+ years of management experience, preferably within a technical environment.
The embodiment of servant leadership; you’re an expert in communication and relationship building.
An expansive EQ toolkit; you’re cool under pressure and you bring the best out of others.
Growth mentality; you’re constantly finding ways to challenge yourself and your team.
Experience in customer engagement and customer-facing service delivery and/or incident management roles, 3-5 years.
BA/BS in computer science or equivalent experience (MBA a plus).
Ability to communicate complex ideas and topics to multiple audiences at the appropriate depth for each. Proficiency with written/spoken English.
Knowledge and proficiency with Infrastructure as a service (IaaS) in a Public or Private Cloud environment.
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.