Global Critical Engagement Manager

Description

JOB DESCRIPTION

Oracle is hiring a Critical Engagement Manager for its Global Critical Engagement team, a team dedicated to driving some of Oracle’s toughest and most complex technical customer situations, to resolution. By joining our proven team of professionals, you will assist customers worldwide in resolving complex, multi layered issues that will require an expansive skill set to deliver a quality end solution in a timely manner.

Your focus will be to deliver high quality support to Oracle’s customers around the globe and across all of the Storage Virtualization & Operating System (SVOS) portfolio. You will lead and actively participate in customer and internal engagements. You will balance the needs of support, development and engineering teams while serving as an advocate for our customers. This role involves driving teams to resolve reactive post-sales technical customer inquiries as well as proactive engagements relating to identified customer, product or portfolio needs.

As a primary escalation point of contact for critical engagements you are responsible for but not limited to facilitating internal/external meetings, creating action plans to drive timely resolution, coordination of cross team and cross organization resources to deliver high quality, customer facing results. You will be fully accountable for the engagement(s) that you drive with responsibilities to report out to Oracle executives on progress, obstacles, and resolution plans.

Requirements

Technical degree i.e., BS Computer Science / Management Information Systems / Engineering / Science / Math with a 3.0 GPA or (for Applications) proven professional / technical experienceFluency in English both verbal and writtenExperience and background in technical product support with demonstrated strong analytical and troubleshooting skills6+ years of high-technology industry experience managing customer incidents, escalations, and critical situationsExperience dealing with key customers and complex technical issuesExperience identifying and implementing process improvementsKnowledge of Oracle’s HW, SW, Cloud portfolioExperience in Kepner Tregoe and CAPA methodologiesAbility to work on problems of diverse scope where data analysis requires evaluation of identifiable factorsExperience dealing with complex implementations and cross-functional teamsOutstanding communication skills and experience planning and communicating with diverse stakeholders with differing goals, ranging from individual contributors to executive management

Career Level - IC4

Responsibilities

Responsibilities include but are not limited to

Manage critical customer engagements by providing leadership and guidance to technical support engineers, development engineers, customer success managers, account teams and engineering partners, towards resolution of complex, technical customer situations.Perform technical project and problem escalation management using a holistic approach, typically from initiation and actively driving through to resolution delivery, while ensuring that appropriate resources are engaged when needed. Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific engagements to completion in a timely manner. Use excellent communication skills to keep all relevant parties informed and updated throughout the engagement. Be a point of contact for internal and external critical engagement requestsProvide updates to internal stakeholders in a manner which is consistent for the intended audience, including technical support delivery, sales, and executives. Document case quality analysis on critical engagements and perform Kepner Tregoe related incident mapping and/or Corrective and Preventive Actions (CAPA) of the engagement for identification of breakpoints in process or product related defects that need to be resolved. Display and always maintain a high level of professional behavior. Act as an interface between Support, Sales, Development, Egineering and Advanced Customer Service / Customer Success Service organizations. Identify and grow your skills ensuring to deliver the highest quality support to Oracle customers. Work nights / weekends / holidays / as necessary to support the business.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

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.