Job Information
Oracle Support Team Lead ONSITE in Montgomery, Alabama
Job Description
Overview
Come and join us! We’re on a journey to advance how health happens with technologies that empower patients, support clinicians, inspire innovation, and save lives. Our mission? To create a human-centric healthcare experience powered by unified global data.
It’s a big challenge, but big challenges are what we do best. We’re already transforming major bodies like the UK National Health Service, Blue Shield of California, and the Senegalese Ministry of Health—helping them turn data into lifesaving decisions and better patient care.
We want people just as dedicated as we are to improving health equity and delivering quality care across the globe. If you’re excited about making healthcare more human, you’ve come to the right place.
Work with Oracle's world-class healthcare Cerner EMR technology to develop, implement, and support Oracle's global infrastructure.
We’re looking for a Support Team Lead to help us in Montgomery, AL.
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.
Career Level - M1
Responsibilities
As a Support Team Lead you will manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance. You will direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, application maintenance, and monitor production support ticket queues. Your responsibilities will include managing the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution as well as analyze incoming ticket data and see opportunities to balance resources, improve processes and increase productivity. You will also identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations.
Your people management responsibilities will include managing routine associate situations, directing the work efforts and results of a team of associates, develop team goals and manage them for results. You will develop associates through coaching performance, completing performance reviews, goal setting and development planning. Finally, you will be responsible for promoting diversity and create a respectful work environment.
Basic Qualifications
Bachelor’s degree in Information Systems, Computer Science, Engineering, Computer Information Systems, Management Information Systems, Business Administration, related field or equivalent relevant work experience
At least 3 years of technical support work experience
Preferred Qualifications
- At least 1 year of people management work experience
Expectations
Must reside or around the Montgomery, AL area
Perform other responsibilities as assigned
Willing to regularly round to client onsite diagnostic imaging locations
Willing to participate in rotating on-call coverage
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 the scope of the position
If this sounds like you, we hope to meet you! Create the future with us. Apply now.
Supervises a team of analysts to manage the operational performance goals. Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Responsible for ensuring the team delivers functional and technical solutions to customers. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Applies Oracle methodology, company procedures, and leading practices. Provides coaching, guidance and feedback to develop skills of team members and take corrective actions to address poor performers. Performs administrative duties such as approving timesheets and expenses.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $27.40 to $60.63 per hour; from $57,000 to $126,100 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
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.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
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.
* Which includes being a United States Affirmative Action Employer