Database Product Support Manager - High Availability Job Vacancy in USA
Groundbreaking, AI-centric GenDev infrastructure, based on Oracle Database 23ai technologies, helps developers rapidly build sophisticated applications at scale. |
Responsibilities
· You will be required to facilitate expediting resolutions to customer issues, and manage escalations by effectively communicating & reporting using internal tools with customers and internal stakeholders on escalations.
· You will be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
· As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in the development of effective management skills.
· You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals.
· Your team is likely to be comprised primarily of technical professionals.
· Frequent (Weekly) interaction with immediate manager discussing Organization KPI Scorecard and goals, including steps taken to meet organization objectives.
· Weekly interface calls between Support & Development teams discussing critical/aging issues. Interface between customer and Oracle Engineering (Development) teams for customer escalations.
· Be able to collaboratively work in a team environment and lead teams where multiple players contribute to problem resolution.
· Provide technical direction to team members to resolve technical issues.
· Handle customer escalations per the processes and best practices to help drive high Customer Satisfaction.
· Lead the team to create technical documents relating to issues or information that is either not corrected and a workaround exists or is not officially documented in user’s manuals.
· Continually improve all aspects of the professional development of the team, both from technical and service delivery