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Company

Oracle · 1 day ago

Global Critical Engagement Manager

United States

Full-time

Remote

Senior Level

$94K/yr - $224K/yr

6+ years exp

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Data GovernanceData Management

H1B Sponsor Likely

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Responsibilities

Manage critical customer engagements by providing leadership and guidance to technical support engineers, development engineers, customer success managers, account teams and engineering partners, towards resolution of complex, technical customer situations.

Perform technical project and problem escalation management using a holistic approach, typically from initiation and actively driving through to resolution delivery, while ensuring that appropriate resources are engaged when needed.

Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific engagements to completion in a timely manner.

Use excellent communication skills to keep all relevant parties informed and updated throughout the engagement.

Be a point of contact for internal and external critical engagement requests

Provide updates to internal stakeholders in a manner which is consistent for the intended audience, including technical support delivery, sales, and executives.

Document case quality analysis on critical engagements and perform Kepner Tregoe related incident mapping and/or Corrective and Preventive Actions (CAPA) of the engagement for identification of breakpoints in process or product related defects that need to be resolved.

Display and always maintain a high level of professional behavior.

Act as an interface between Support, Sales, Development, Egineering and Advanced Customer Service / Customer Success Service organizations.

Identify and grow your skills ensuring to deliver the highest quality support to Oracle customers.

Work nights / weekends / holidays / as necessary to support the business.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical degreeTechnical product supportProcess improvementsOracle HW/SW/Cloud knowledgeKepner Tregoe methodologyCAPA methodologyFluency in EnglishCustomer incident managementCross-functional team experience

Required

Technical degree i.e., BS Computer Science / Management Information Systems / Engineering / Science / Math with a 3.0 GPA or (for Applications) proven professional / technical experience

Fluency in English both verbal and written

Experience and background in technical product support with demonstrated strong analytical and troubleshooting skills

6+ years of high-technology industry experience managing customer incidents, escalations, and critical situations

Experience dealing with key customers and complex technical issues

Experience identifying and implementing process improvements

Knowledge of Oracle’s HW, SW, Cloud portfolio

Experience in Kepner Tregoe and CAPA methodologies

Ability to work on problems of diverse scope where data analysis requires evaluation of identifiable factors

Experience dealing with complex implementations and cross-functional teams

Outstanding communication skills and experience planning and communicating with diverse stakeholders with differing goals, ranging from individual contributors to executive management

Benefits

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

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.

11 paid holidays

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.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

Company

Oracle

Glassdoor

3.8

Oracle is an integrated cloud application and platform services that sells a range of enterprise information technology solutions.

Founded in 1977

Austin, Texas, USA

10,001+ employees

https://www.oracle.com/

H1B Sponsorship

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2023 (794)

2022 (1124)

2021 (1049)

2020 (764)