A great opportunity to join the global Service Desk in Oracle Customer Success Services organization. The Service Desk delivers customer request triage, Service Request management, incident management, escalation management and customer service support to Oracle top customers. The ultimate role of the Service Manager is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.The role requires remote, non-technical work on North America day shifts (5 days/week), with weekend rotation required, working as part of the global Service Desk delivering service management to Oracle customers for Oracle Cloud Infrastructure and connected Oracle solutions.ResponsibilitiesAct as first customer point of contact and observe the response SLOsTriage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practicesCapture and collect customer concerns, issues and impactProvide customer service and incident management support, as per Service Desk delivery standardsAct as an escalation point for critical issues, following Oracle best practicesStand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groupsEnable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolutionJoin conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidentsConfirm incidents' closure to customer satisfaction and contribute to post-incident reviewsEnsure traceability of results by using reporting tools to accurately capture deliveryPrepare the deliverables required and send them on the agreed schedule and frequencyEnsure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service DeskCareer Level - IC3#J-18808-Ljbffr
