Senior Support Manager
1 week ago
Responsible for leading a team of Field Engineers, DC Techs and CSE assigned for delivery of Cloud Support (OCI, DRCC, C@C), onsite interventions and installations.
Focuses to meet the agreed service levels 24x7 and optimal resource management.
The role involves significant communication at all levels internally and externally.
A primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.
This role reports to Field Support Director UKJob description displayed in the job postingThe role involves significant communication at all levels internally and externally.
Requires a 24x7-hours commitment to participate in the Manager on Duty oncall rotation program.Knowledge / hands on experience with relevant OCI system tools and processesEnsure high levels of customer satisfaction by making certain that quality and productivity Service Level Agreements (SLAs/OLAs) are met by executing quality/productivity improvement efforts and understanding strategies of Oracle organization.Full understanding of all related escalation and incident management processes and best practicesThis role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and Hardware Field Support territory.You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.Responsibilities displayed in the job postingResponsible for KPI and metrics improvement for Oracle businesses (OCI Commercial, DRCC, Alloy, OSC, C@C) in their territoryManage the day-to-day operations in Cloud Hardware Support of allData Center sites/DRCCs/C@C under your area, in a 24/7 mission critical environment.Ensuring 24/7 on-site service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.Pro-active resource planning in order to meet SLAs and presence requirements.Facilitating customer relationships and serving as a primary contact for customers/service teams and partners, aiding in diverse customer situations and escalated issuesCoordinating and resolving conflicts, following best practicesActing as the liaison between various Oracle data centre environments and managementAble to handle and manage all level of communications successfully (internal and external ).
This will require communicating with multiple teams and stake holders on multiple projects such as but not limited to: Datacentre Operations (DCO), Build, Incident ManagersDocumenting and addressing issues raised in regular meetings with DCO Management and other partners.Implementing and reinforcing operational process improvementsResponsible for ensuring timely delivery of services/tasksEffective upwards reporting of progress, KPIs, and incidents.Primary point of contact for the Data Center ManagerPrimary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.Negotiating and coordinating with local vendors and will be expected to drive performance and expectations.Grow your teams, provide progression, leadership, guidance, and training to allow them to excel.Driving a culture of continual improvement and learning throughout everything you do.Participate in Talent review process, performance management, and other topics pertaining to effective people management.
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