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

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