CSS - Service Manager - Bucharest

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CSS - Service Manager
Bucureşti
Bucharest, Bucharest, Romania

A great opportunity to join the
- growing Service Management Support Center team in Oracle Customer Success Services. The expertise center delivers service management functions
- technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

Responsibilities

Provide
- dedicated service and incident management support

Act as an escalation point for urgent issues

Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups

Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams

Understand customer concerns, issues and impact,
- up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns

Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution

Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents

Ensure traceability of results by using reporting tools to demonstrate progress

Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency

Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the project

Requirements

University Degree

English proficiency is a must (both written and spoken production)

Customer service/support background in IT environment and ITSM savvy preferred

Incident, escalation or problem management experience represents a plus

Understanding of ITIL framework and Service Delivery process knowledge would be an extra advantage (experience with ITIL v3/ ITIL 4 – general management and service management practices)

Skills and Competencies

Self-driven, unwavering and committed to growth

Strong communication and persuasion skills

Customer, process and results oriented

Analytical and organized

Able to maintain sustained focus and deliver prompt response to incidents

Resourceful and creative, capable to adapt and find the best approach for any situation

Able to work both within a multicultural team, as well as independently

Excellent collaboration skills and team work attitude

Demonstrate attention to details and perseverance

Committed to delivering value and high performance

Career Level - IC3

Detalii privind locul de muncă:

Firma:	Oracle
Localiția:	Bucureşti Bucharest, Bucharest, Romania
Adăugat:	21. 5. 2024 Postul de muncă activ

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CSS - Service Manager Bucharest

CSS - Service Manager
Bucureşti
Bucharest, Bucharest, Romania

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CSS - Service Manager Bucharest

CSS - Service ManagerBucureştiBucharest, Bucharest, Romania

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CSS - Service Manager
Bucureşti
Bucharest, Bucharest, Romania