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.
Lead and manage a team of Datacenter Technicians, responsible for the availability of Oracle’s Cloud Infrastructure in data centers for our Spain region. In addition, you will lead a team of Customer Success Engineers and Field Technicians assigned for delivery of on-site break & fix, installations, and proactive services in a defined territory. The role involves significant communication at all levels internally and externally. Requires a 7x24-hours commitment to participate in the manager on duty on-call rotation program. This role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and HW Field Support territory. You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.
Manage the day-to-day operations in Cloud Hardware Support of all data center sites under your area, in a 24/7 mission-critical environment. Responsible for ensuring timely delivery of services/tasks and effective upwards reporting of progress, KPIs, and incidents. You will be the primary point of contact for the Data Center Manager.
Additionally, you will be the primary point of contact for customers and partners, responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues. You will negotiate and coordinate with local vendors and will be expected to drive performance and expectations. Grow your teams, provide progression, leadership, guidance, and training to allow them to excel. Drive a culture of continual improvement and learning throughout everything you do. Participate in the Talent review process, performance management, and other topics pertaining to effective people management. Understand how to manage ICs for the best outcome and self-sufficiency. Critical thinking, and always wondering how to scale things up.
Drive appropriate recruitment in your area at a fast pace, ensuring the employment of high-quality team members with a passion for excellence. Work closely with Human Resources and any local Environment Health and Safety to ensure the best possible relationship and care for Oracle employees. Focus and prioritize appropriately on what is most important at any point in time and have the ability to task-shift rapidly.
Candidates must be fluent in English and Spanish.
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