Product Support Manager

Your team of production service developers will be responsible for the 24x7 availability and durability of the Oracle Health products and services that support our United States Federal Government customers. You will manage key performance indicators across these operational activities and continually improve them through automation and close collaboration with development teams to drive needed product enhancements - both large and small.

A member of the Support organization, your focus is to deliver post-sales client support and solutions to the Oracle customer base while serving as an advocate for customer needs. Specifically, this position will have a team of support engineers that will work closely with our Development team to shape the future of our products through detailed, technical investigations. 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.

Your daily activities would include frequently collaborating with supervisors and/or functional peer group managers, as well as your direct reports. You will contribute or author regular executive reports and action plans to senior management. You will possess demonstrated leadership and people management skills. Additional skills include strong communication skills, analytical skills, and a thorough understanding how to motivate a team of technical, tenured resources.

As a world leader in cloud solutions, Oracle uses tomorrows technology to tackle todays challenges. Weve 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. Thats why were 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.

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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. 

As an M2 Manager, you will have successfully managed technical, engineering resources in past assignments, in addition to having been an effective technical and/or professional contributor, you may also be responsible for one or more functional areas chartered with both team and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources. You will apply your knowledge of software architecture to manage software support tasks associated with troubleshooting, debugging and resolving customer issues within software applications, operating systems and databases according to provided design specifications. Your team will investigate and propose corrections for software defects and enhancements within an existing software architecture and occasionally suggest improvements to the architecture.

Responsibilities: 

• Routine day to day operations, 24x7 operations management in a customer-facing, support role
• Participate in customer impacting incidents and lead timely mitigation and long-term resolution. 
• Review and approve operational readiness of new product features from a Support perspective. 
• Continuous improvement of the service operations by proactively identifying functional improvements for the product(s), addressing recurring issues and improving serviceability. 
• Ensuring training materials are kept up to date to ensure new team members are able to be efficiently onboarded.
• Identifying incoming ticket volume growth trends and provide input for capacity management Participating in Large Scale Events involving product dependencies. 
• Learn and Adapt for new technologies in a high pace environment. 
• React and create new alarms and definitions. 
• Identify opportunities for improvement and documenting operational processes Identifying highest sources of ticket noise and operational toil and work with service team to: 
• Manage a team of technical software engineering resources involved in the troubleshooting of complex investigations
• Adjust alarm thresholds. Identify missing metrics and alarms. 
• Proficient in Change Management best practices. 
• Duties and tasks are varied and require independent judgment.
• Able to confidently speak to daily, weekly, monthly, and quarterly operational reports needed on an ad hoc basis.

Qualifications

• Must be a US citizen in order to gain US government clearance to support Federal clients. 
• BS (or technical equivalent) is preferred. 
• Comfortable interacting with and presenting to senior management. 
• Five or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment). 

Career Level - M2

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracles differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:1. Medical, dental, and vision insurance, including expert medical opinion2. Short term disability and long term disability3. Life insurance and AD&D4. Supplemental life insurance (Employee/Spouse/Child)5. Health care and dependent care Flexible Spending Accounts6. Pre-tax commuter and parking benefits7. 401(k) Savings and Investment Plan with company match8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.9. 11 paid holidays10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.11. Paid parental leave12. Adoption assistance13. Employee Stock Purchase Plan14. Financial planning and group legal15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - M2

Information :

• Company : Oracle Hong Kong
• Position : Product Support Manager
• Location : United States
• Country : US