CSS Incident Manager – AMERICAS Service Desk

hace 1 semana

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

  • Cloud Incident Manager – AMERICAS Service Desk L2

    hace 1 semana

    Zapopan, Jalisco, México Oracle A tiempo completo

    ResponsibilitiesAct as part of the Global Service Desk as L2 technical support, adhere to and observe all the processes and procedures designed for the function Provide rapid intake, triage, stabilization, and coordinated escalation for customer incidents Triage customer requests and engage appropriate technical teams and experts, following the predefined...

  • Cloud Incident Manager – AMERICAS Service Desk L2

    hace 2 días

    Zapopan, Jalisco, México Oracle A tiempo completo

    ResponsibilitiesAct as part of the Global Service Desk as L2 technical support, adhere to and observe all the processes and procedures designed for the functionProvide rapid intake, triage, stabilization, and coordinated escalation for customer incidentsTriage customer requests and engage appropriate technical teams and experts, following the predefined...

  • Cloud Incident Manager – AMERICAS Service Desk L2

    hace 4 horas

    Zapopan, Jalisco, México Oracle A tiempo completo

    DescriptionResponsibilitiesAct as part of the Global Service Desk as L2 technical support, adhere to and observe all the processes and procedures designed for the functionProvide rapid intake, triage, stabilization, and coordinated escalation for customer incidentsTriage customer requests and engage appropriate technical teams and experts, following the...

  • Cloud Incident Manager – AMERICAS Service Desk L2

    hace 3 horas

    Zapopan, Jalisco, México Oracle A tiempo completo

    ResponsibilitiesJOB DESCRIPTIONAct as part of the Global Service Desk as L2 technical support, adhere to and observe all the processes and procedures designed for the functionProvide rapid intake, triage, stabilization, and coordinated escalation for customer incidentsTriage customer requests and engage appropriate technical teams and experts, following the...

  • Service Center Manager

    hace 1 semana

    Zapopan, Jalisco, México Whoosh Latin America A tiempo completo

    Acerca de la empresaEn Whoosh creemos que moverse por la ciudad debe ser fácil, eficiente y sostenible. Somos una empresa internacional de micromovilidad urbana con presencia en múltiples países, dedicada a ofrecer soluciones tecnológicas que transforman la forma en que las personas se desplazan día a día.Nuestro compromiso es claro: hacer que las...

  • Ingeniero de Soporte Técnico

    hace 6 días

    Zapopan, Jalisco, México GSB Solutions A tiempo completo

    Job description Estamos buscando tu talentoBuscamos solucionar de manera eficiente las necesidades tecnológicas y de talento humano de las instituciones que así lo requieren.Vacante: Deskside and Smart Hands SupportIdiomas: español e inglés avanzadoHorario: De lunes a viernes - 08am - 5pmUbicación: Blvd. Manuel Ávila Camacho - México CDMXJob...

  • Supervisor de Service Desk

    hace 1 semana

    Zapopan, Jalisco, México Talento Hábil A tiempo completo

    Esta vacante viene de la bolsa de empleo Vacante para la empresa Talento Hábil en Zapopan, JaliscoCoordinador de Servicio Técnico y Atención al Cliente (Esquema Híbrido)Guadalajara, Jalisco | $15,000 netos + incentivos mensuales de hasta $1,500Quiénes somosSomos una compañía mexicana especializada en ingeniería electrónica y soluciones...

  • EPM Support Analyst – EPBCS, FF

    hace 2 días

    Zapopan, Jalisco, México Oracle A tiempo completo

    · Position is for a Functional Support Analyst with a technical background in Financial Close and Consolidation (FCCS), Account Reconciliation (ARCS), Enterprise Data Management (EDMCS), Profitability and Cost Management (PCMCS), Tax Reporting (TRCS), Narrative Reporting (NR), Data Management (DM), EPMAutomate of products responsible for providing...

  • Principal Service Reliability Applications Developer

    hace 1 semana

    Zapopan, Jalisco, México Oracle A tiempo completo

    DescriptionOwn and scale mission-critical ERP/SaaS services while building intelligent, cloud-native capabilities. This role requires a SRE mindset combined with AI/ML expertise and strong application engineering skills across public and private cloud environments.ResponsibilitiesKey Responsibilities- End-to-end service ownership: design for telemetry,...

  • HR Service Center Agent

    hace 2 días

    Zapopan, Jalisco, México Koch A tiempo completo

    Your JobAt Koch Global HR Solutions, we create value by delivering HR solutions that empower our businesses and employees to succeed. As an Employee Support Specialist, you'll play a key role in supporting our employees, managers, and partners across the Americas by providing HR inquiry and transactional support. You'll help foster a culture that exemplifies...