Field Support Manager

Job Description The role involves significant communication at all levels internally and externally. Requires a 24×7-hours commitment to participate in the Manager on Duty on-call rotation program. Knowledge / hands-on experience with relevant OCI system tools and processes. Ensure 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 practices. This 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 Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial, DRCC, Alloy, OSC, C@C) in their territory. Manage the day-to-day operations in Cloud Hardware Support of all Data 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 issues. Coordinating and resolving conflicts, following best practices. Acting as the liaison between various Oracle data center environments and management. Able to handle and manage all levels of communications successfully (internal and external). This will require communicating with multiple teams and stakeholders on multiple projects such as but not limited to: Datacentre Operations (DCO), Build, Incident Managers. Documenting and addressing issues raised in regular meetings with DCO Management and other partners. Implementing and reinforcing operational process improvements. Responsible for ensuring timely delivery of services/tasks. Effective upwards reporting of progress, KPIs, and incidents. Primary point of contact for the Data Center Manager. 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. 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. 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 #J-18808-Ljbffr