A great opportunity to join the Global Service Desk in Oracle Customer Success Services organization. The Service Desk delivers high-standard incident management, escalation management and customer service support to Oracle Cloud Success Services customers. The ultimate role of the Service Manager is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

The role requires remote, technical work on EMEA day shifts (Mon-Fri), working as part of the global Service Desk delivering Level 2 incident, SR and escalation management to Oracle customers for Oracle Cloud Infrastructure (Compute, Storage, Networking, Automation, Load Balancer, OKE ), Oracle Cloud Database Services (Exadata Cloud Service, Base Database Service, Autonomous Database ) and connected Oracle solutions.

Requirements:

University Degree English proficiency is a must (both written and spoken production) Working knowledge of OCI ( Focus on Compute - Limits, Capacity Issues, Work requests, HAR files, OS Watcher etc) Good knowledge of Oracle Cloud Database Services (Exadata , DBCS, ADB) - Focus on Backup failures, Connectivity issues , Data Guard association failures, Cloud tooling such as dbaascli and dbcli, Log collections, OneView, TFA, TDE troubleshooting, Patching etc) Very good experience in working with Oracle Support, Service Requests and Jira tickets High awareness of Oracle Support, Development, Cloud Operations policies, processes, working flows and best practices, including escalation management Previous Incident Management / Escalation Management experience is a plus

 

Skills and Competencies:

Primary technical areas of expertise: OCI, Oracle Cloud Database Services (primarily Exadata, DBCS, ADB)  Analytical and organized Able to maintain sustained focus and deliver prompt response to incidents Strong communication and persuasion skills Customer, process and results oriented Committed to delivering value and high performance Self-driven, unwavering and committed to growth Resourceful and creative, capable to adapt and find the best approach for any situation Able to work both within a multicultural team Excellent collaboration skills and team work attitude Demonstrate attention to details and perseverance