Description

Oracle is hiring a Critical Engagement Manager for its Global Critical Engagement team, a team dedicated to driving some of Oracle’s toughest and most complex technical customer situations, to resolution. By joining our proven team of professionals, you will assist customers worldwide in resolving complex, multi layered issues that will require an expansive skill set to deliver a quality end solution in a timely manner.

Your focus will be to deliver high quality support to Oracle’s customers around the globe and across all of the Storage Virtualization & Operating System (SVOS) portfolio. You will lead and actively participate in customer and internal engagements. You will balance the needs of support, development and engineering teams while serving as an advocate for our customers. This role involves driving teams to resolve reactive post-sales technical customer inquiries as well as proactive engagements relating to identified customer, product or portfolio needs.   

 

As a primary escalation point of contact for critical engagements you are responsible for but not limited to facilitating internal/external meetings, creating action plans to drive timely resolution, coordination of cross team and cross organization resources to deliver high quality, customer facing results. You will be fully accountable for the engagement(s) that you drive with responsibilities to report out to Oracle executives on progress, obstacles, and resolution plans. 

Requirements

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

Career Level - IC4