Oracle
Manager, Support Engineering (Hospitality and Restaurants)
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Job Role
Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the Incident Management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates the escalation of identified issues in products or infrastructure to QA and Development Teams for resolution. Drives collaboration with cross-functional teams on business problems and coordinates support service improvement projects and proactive support initiatives. Partners with next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements moderately complex operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
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Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
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We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.
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