Principal Support Engagement Manager

Principal Support Engagement Manager - Technical Operations Support-2200045I

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**

Oracle is changing the cloud industry and has built the most modern, performance focused, and resilient cloud offering in the market today. We seek your cloud expertise to deliver a game changing cloud experience to our customers. You will be responsible for engaging directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.

You will have the opportunity to help shape the cloud product and influence the adoption and usage patterns among top Oracle customers. You should have a demonstrated ability to think strategically about business, create technical definition around customer objectives in complex situations, develop solution strategies, motivate and mobilize resources, and deliver results.

If you are a change agent who can dream big and inspire customers - we want to meet you

**Responsibilities**:

- Responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of OCI products.
- Deliver regular service delivery reviews to assigned customers, together with recommendations for improvements to align with best practices.
- Responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Engineering, Operations, etc.) and coordinating resources as necessary to resolve problems.
- Collaborate daily with team members from EMEA, APAC, and North America.
- Job duties are varied and complex utilizing independent judgment.
- 5 - 10 years of professional Information Systems experience, preferably in global and diverse organizations.

**Job Requirements**
- Develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction.
- Background in Technical Operations and Support is required
- Basic understanding of Cloud Technology and Microservices
- Represent the customer as a single point of contact within Oracle.
- Manage the support and operations engagement as defined by the customer requirements
- Develop and maintain relationships with senior management across lines of business and third parties
- Plan and deploy Support and Operational activities to ensure effective delivery
- Advise the account on effective and efficient ways to use Oracle support services
- Engage directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.

**Detailed Description and Job Requirements**

Lead a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.

As a member of the product development division, you will analyze and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.

**Job**: Product Development
**Travel**: No
**Location**: MX-MX,Mexico-Guadalajara/Zapopan

**Job Type**: Regular Employee Hire
**Organization**: Oracle