Technical Support and Solution Delivery-Technical Support Documentation:

• Manages team efforts in producing documentation, reviewing and managing service-related documentation and continuing to build and evolve knowledge base for customer technical support.
• Promotes the expansion of the Knowledge Base to enhance customer technical support and user experience.

Technical Proficiency and Support Enhancement-Technical Support Collaboration:

• Coordinates the escalation of identified issues or bugs in products or infrastructure to Quality Assurance and Development teams for resolution.
• Collaborates with cross-functional teams on product enhancement initiatives, providing actionable insights on key customer pain points.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

• Manages team to follow established processes and implements process improvements to enhance team efficiency and effectiveness.
• Drives collaboration with cross-functional teams on business problems or improvement opportunities.
• Coordinates support service improvement projects and proactive support initiatives that help drive customer satisfaction and internal success and reduce customer-impacting events.

Strategic Planning:

• Contributes to resource planning and works on projects and initiatives for product, process, and customer experience improvements, partnering with next-level management.
• Performs resource planning to recommend areas for improvement and resource allocation, under the direction of next-level manager.

Performance Monitoring and Management:

• Monitors and evaluates key metrics to ensure the team meets desired goals of providing excellent technical customer support and resolving service requests, and implements moderately complex operational and procedural changes within the team for continuous products and services improvements.
• Collaborates with internal teams to drive the optimization and automation of analyzing customer feedback and KPIs within a team.

Additional Responsibilities (as needed)

Services Translation:

• Manages translation services for technical and non-technical inquiries for products and services.
• Coordinates resourcing to assist with testing on translation tools.

Core Responsibilities

Planning & Execution:

• Creates and owns the execution plan for the team's work and multiple projects or initiatives, monitoring timelines and budgets when applicable to ensure projects are completed on time and in adherence with requirements. Delegates work across the team and helps them prioritize their work. Identifies resource needs and adapts plans based on changing priorities and business needs.

Collaboration & Partnership:

• Strengthens collaborative partnerships across teams to align on expectations and shared objectives. Guides team members to build relationships with business leaders, stakeholders, and/or customers to ensure effective collaboration. Practices active listening and asks insightful questions to promote an inclusive culture.

Problem Solving:

• Leads team to identify and address moderately complex operational and/or technical issues in accordance with standard practices, providing guidance as appropriate. Directs team to analyze data and/or information from multiple sources to troubleshoot moderately complex errors.

Continuous Learning:

• Actively seeks learning opportunities for self and team to enhance knowledge and skills in key areas and remain current with industry advancements. Uses feedback and training to elevate personal and team skills, modeling a commitment to learning. Identifies skill gaps within the team and supports team members in learning opportunities by providing resources and fostering an environment that encourages knowledge-sharing.

Continuous Improvement:

• Identifies and recommends improvements as well as encourages team to share ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Reviews and provides feedback on team member's ideas and seeks input from others on alternative approaches and methods for improving work.

Performance and Development:

• Coaches and provides direction to team members in alignment with performance management processes, guidelines, and expectations. Facilitates goal setting discussions with team members, ensuring individual goals are aligned with broader team goals. Identifies development opportunities to help team member's improve performance. Contributes to the talent acquisition pipeline by leading candidate interviews, assessing promotion eligibility, and managing talent resources.

Company Overview

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.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.

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.

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.