We are excited to hire a Senior Team Lead, Client Support, at Oracle Cerner. As Senior Team Lead, Client Support, you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible to manage production support ticket queues. You will be responsible to manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You are responsible to analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will be responsible to identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will be responsible to plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department. You will be responsible to communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. You will be responsible to identify and lead team-level quality and process improvement initiatives. You will be responsible to deliver consistent and timely training, guidance, and feedback to encourage associate success. You will also be responsible to provide input on staffing and performance decisions for direct reports. You will supervise a team of associates.   People Management Responsibilities (for associates with one or more direct reports): You will be responsible to seek to understand disagreements, ensure all perspectives are heard, and facilitate a plan for resolution. You will be responsible to delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. You will be responsible to identify associates and team priorities based on business direction and adjust when needed. You will be responsible to lead by example and share knowledge and experiences with associates and the team. You will also be responsible to create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments. You will be responsible to provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development. You will also be responsible to identify the right talent to achieve the desired results. You will be responsible to promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.   Basic Qualifications: At least 6 years total combined related work experience and completed higher education, including: At least 1 year of customer service, call center, hospitality, and/or technical support work experience. At least 1 year of People management, matrix management, project management, or other indirect leadership work experience. At least 5 years of additional work experience directly related to the duties of the job and/or completed higher education, including: Bachelor's Degree or High School Diploma   Preferred Qualifications: At least 1 year of people management, matrix management, project management, or other indirect leadership work experience. Bachelor's degree or equivalent relevant work experience. Good to have team handling experience Troubleshooting, Incident Management, Change Management, Problem management with service KPIs and client support or client-facing experience will be an added advantage. Experience working on L3, L2 will be an added advantage   Expectations: Perform other responsibilities as assigned. Willing to work additional or irregular hours as needed and allowed by local regulations. Shift timings – 5.30pm to 2.30am IST. Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets and take appropriate action to prevent and report any compromises of security within the scope of the position. Should have excellent Communication Skills and be able to interact with stakeholders in different regions of the world.
 

Career Level - M1