Customer Success Services (CSS) – Managed Cloud Services (MCS) - Oracle Functional Services (OFS) :
Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology , First of all, the People. Customer Success Services (CSS) has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.
Customer Success Services (CSS) is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries Thousands of customers around the globe rely on Customer Success Services (CSS) for high performance and the efficient operation of their most critical business processes on Oracle environments Lifecycle management
Being part of Customer Success Services (CSS) organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).
Behavioral Skills (Required)
The organization is responsible for delivery of Managed Service Engagements in Apps and SaaS platforms. The engagements carry response and resolution Service Level Agreements. As a Service Operations Manager, you are expected to manage an engagement end to end. You will manage a team of resources and be accountable for delivering to the SLA’s
Role Accountability:
o Manage customer relationship
o Manage and coordinate activities of Oracle Functional Services team.
o Produce management reports
o Identify and mitigates risks in the delivery of services
o Manage Quality of delivery
o Facilitate tactical execution of defined tasks within the scope of services.
o Facilitate process compliance
o Lead Account Reviews
o Track Project Plans/ Milestones
o Assist in escalation when needed
o Responsible for delivery of SLA
o Responsible for delivery of services
o Build and manage the operations team
o Mentor team and build expertise
o Responsible for quality of delivery & customer satisfaction
o Assist in escalation when needed
o Partner with teams ( internal and customer)
o Participate in Weekly Operational Review meetings
o Participate in change management meetings
o Participate in high severity incident resolution
o Incident prevention and detection oversight
Qualifications:
o Oracle Fusion Cloud / SCM Experience – Technical or Functional or Techno Functional
o Minimum 12 years of experience
o Should have worked in a managed services engagement for at least 5 years
o Should have managed engagements for a period of 3-4 years
o Fluent in risk management and delivery management
o Fluent in ITIL
o Fluent in English
Academics:
o B.S (Computer Science) or equivalent preferred.
o Other qualifications with adequate experience maybe considered.
o MBA (Financials/Operations/Systems) is a plus
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Career Level - IC4