CSS Incident Manager – AMERICAS Service Desk

hace 6 días

Zapopan, Jalisco, México Oracle A tiempo completo

Responsibilities

  • Act as first customer point of contact and observe the response SLOs
  • Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
  • Capture and collect customer concerns, issues and impact
  • Provide customer service and incident management support, as per Service Desk delivery standards
  • Act as an escalation point for critical issues, following Oracle best practices
  • Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
  • Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
  • Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
  • 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 and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
  • Confirm incidents' closure to customer satisfaction and contribute to post-incident reviews
  • Ensure traceability of results by using reporting tools to accurately capture delivery
  • Prepare the deliverables required 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 Service Desk

Requirements

  • University Degree

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

  • Customer service/support background in IT environment preferred

  • Previous Incident Management / Escalation Management experience

  • Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus

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

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