Product Support Director

Oracle already offers the broadest suite of cloud solutions and is introducing innovative new services continuously. In Applications, Oracle offers more enterprise cloud solutions than anyone else in SaaS.
Within Oracle’s Applications Service Excellence organization, we demonstrate our excellence in anticipating and exceeding our Customer’s Expectations with Digital and Personalized Care.
If you are looking to take the next step in your career by offering great effective, efficient, and commercially viable solutions to SaaS customers, then joining the Oracle Fusion Support Applications Technology team may be the right move for you.

Department Description:
The Fusion Applications Technology support team is part of Oracle Application Service Excellence organization. We combine our Fusion technology stack knowledge with SaaS architectural competencies to resolve Fusion SaaS tenancy incidents. We cover the platform for all Fusion SaaS application services.

Position Overview:
As Fusion Applications Technology Director – in one of 3 areas:

1. Systems & Performance or Business Intelligence,

2. Business Intelligence and Analytics

3. Applications Developement & Security

You will have successfully managed teams in past assignments for several years, in addition to having been an effective technical or professional contributor. You will be responsible for driving both staff and customer goals for one or more focus areas. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

You will track-incidence, drive troubleshooting and help automate proactive diagnostics towards providing complete and consistent resolution of complicated and critical cases. You will also need to interact and collaborate effectively with employees from product development, customer success management and cloud operations management. You will relentlessly drive best practices to ensure that every customer achieves full value realization of Fusion Technologies.

Specifically:

• You will drive consistency, quality, accuracy, and speed for processes and customer experiences.
• You will absorb complexity to form intuitive and consumable customer solutions
• Build expertise and new capabilities with an outside-in mindset
• You will exemplify DevSecOps principles in your all your actions.

Education & Experience:
B.S (Computer Science) or equivalent, Masters preferred. Other qualifications with adequate experience may be considered.

Functional/Technical Knowledge & Skills:

• Previous people management experience, particularly in fast paced, application support environments
• Ability to communicate and collaborate across all levels of the organization, both verbally and in writing
• Past experience in functional, Oracle technology and/or cloud support services
• Technical skills in areas such as: middleware technology (WLS, SOA, ADF, IDE, Java, XML, SQL) and/or Oracle applications

Demonstrated knowledge in use of Business Intelligence tools and customization (analytic exposure i.e. Oracle BIEE, BI Publisher or OTBI)

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are 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 Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Masters Degree (or technical equivalent) in a related technical or professional area. In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager.