Job Description

　　A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle ACS. The expertise center delivers service management functions non-technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

　　Responsibilities

　　Provide customer-dedicated service and incident management support

　　Act as an escalation point for urgent issues

　　Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups

　　Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams

　　Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns

　　Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution

　　Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents

　　Ensure traceability of results by using reporting tools to demonstrate progress

　　Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency

　　Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the project

　　Requirements

　　University Degree

　　English proficiency is a must (both written and spoken production)

　　Customer service/support background in IT environment and ITSM savvy preferred

　　Incident, escalation or problem management experience represents a plus

　　Understanding of ITIL framework and Service Delivery process knowledge would be an extra advantage (experience with ITIL v3/ ITIL 4 – general management and service management practices)

　　Skills and Competencies

　　Self-driven, unwavering and committed to growth

　　Strong communication and persuasion skills

　　Customer, process and results oriented

　　Analytical and organized

　　Able to maintain sustained focus and deliver prompt response to incidents

　　Resourceful and creative, capable to adapt and find the best approach for any situation

　　Able to work both within a multicultural team, as well as independently

　　Excellent collaboration skills and team work attitude

　　Demonstrate attention to details and perseverance

　　Committed to delivering value and high performance

　　About Us

　　An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

　　In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

　　Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

　　At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

　　That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

　　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