Job Description

: About Oracle Advanced Customer Services Who better to support Oracle...than Oracle? https://www.oracle.com/support/advanced-customer-services/ With over 20 years of providing dedicated support to more than 6,000 companies in 100 different countries, services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more. When business continuity is crucial and you need mission-critical support, Oracle Advanced Customer Services offers proactive guidance and preventative services delivered by a dedicated support team. This mission-critical support is to drive high availability across the entire Oracle IT stack-from applications, middleware, and database to servers, storage, and network devices. Oracle Advanced Customer Services, delivers the high availability and mission-critical support businesses demands. A team of Advanced Support Engineers work closely with customers, both onsite and remotely, to provide 24/7 personalized support. The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues. Advanced Customer Services-Oracle Manager / Senior Manager Position Overview: We are looking for Oracle Managers/Senior Managers with Overall 20+ years of IT experience with at least 5 to 10 years of Fusion experience and remaining years of IT domain experience in Oracle EBS or other applications. The selected candidates should be able to relocate to any one of the work locations (Bangalore, Hyderabad, Gurgaon) for forthcoming projects if selected, should also be willing work in shifts if required as our customers are spread across various countries. Must have good experience in Implementation, Support and upgrade projects. We are looking for a person who has real-time hands-on functional/product and/or technical experience; and/or worked with Implementation, Support and Upgrade Projects as Project Managers.

• Position is for a Managers/ Senior Managers preferably with implementation/Support background in Oracle cloud Applications.
• Responsibilities include but are not limited to providing excellence in Customer Support services

Qualifications: Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).

• Must have Skills

• 20+ Years relevant working Experience with 5 to 10+ Years in Oracle Cloud Application Experience
• Should have managed multiple Projects as Project managers with ACV of $2M+
• Should be certified in PMP or ITIL or Scrum Master
• Should have Good knowledge of Project life cycle and Managed Operations Support
• Should have managed Team members, team performance and productivity
• Experience is Resource on-boarding will be added advantage.
• Should have Good experience in Risk, Scope, Escalation, Conflict, Delivery, Problem and Customer Management
• Should have implemented and guided team on RCA, Innovation and automation

Career Level - M3 Responsibilities: RESPONSIBILITIES and ACCOUNTABILITIES

• Escalation management:
• Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
• Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
• Responsible for adherence to customer