About the Company/Team
Oracle Customer Success Services (CSS) is dedicated to delivering transformative outcomes for our customers through trusted advisory, technical expertise, and unparalleled support. Our global Service Desk is at the forefront of customer engagement, ensuring seamless service management and optimized experiences for Oracle's top clients using Oracle Cloud Infrastructure (OCI) and connected Oracle solutions. Our mission is to enable customer success through collaboration, continuous improvement, and a commitment to excellence.
Job Summary
As a Service Desk Service Manager in CSS, you are the first point of contact for Oracle customers, ensuring timely and effective triage, incident management, escalation coordination, and service delivery. You will facilitate the resolution of customer issues, advocate for customer needs, and collaborate across teams to enhance the Oracle customer experience. This is a remote, non-technical role covering JAPAC day shifts, including weekend rotations, as part of Oracle's global 24x7 service management team.
Key Responsibilities
- Serve as the initial contact for customer inquiries, responding in line with defined service level objectives (SLOs).
- Triage customer requests and direct them to appropriate technical teams, following standardized processes and best practices.
- Document and manage customer concerns, incidents, and impact assessments.
- Provide world-class customer service and incident management per Service Desk standards.
- Act as an escalation point for critical issues, partnering with internal teams and Oracle Success Managers.
- Enable and accelerate issue resolution by orchestrating troubleshooting efforts and coordinating with global Oracle resolver groups.
- Proactively follow up on incidents through closure, providing timely updates to customers and stakeholders.
- Join conference calls to support critical issue resolution, establish action plans, and communicate status updates.
- Ensure precise and complete documentation using reporting tools and deliverables on agreed schedules.
- Maintain coordination and consistency through effective shift handovers and teamwork with global colleagues.
Qualifications & Skills
Mandatory
- Familiarity with Oracle Cloud Infrastructure or cloud solutions in an enterprise context.
- Previous experience in customer service/support within an IT environment.
- Experience with incident management and escalation management processes.
- Strong communication, collaboration, and organizational skills.
- Ability to work JAPAC day shifts, with weekend rotation.
Good-to-Have
- Experience with Oracle Support tools (e.g., MOS, SR management).
- Experience working in multicultural, global teams.
- Additional language skills.
