Oracle | Global Expertise Center Manager

hace 3 días


zapopan, México Oracle A tiempo completo
  • Responsable de la gestión de servicios de soporte 24x7 estratégicos para la región.
  • Liderar varios servicios estratégicos promocionándolos con los equipos de ventas y preventas de la región con el propósito de incrementar la base instalada y crecimiento de revenue.
  • Participar en los procesos de preventa proporcionado asesoría sobre los alcances de los servicios, modelo de entrega y estimaciones de esfuerzo con el propósito de asegurar que los servicios están dimensionados correctamente.
  • Participar en las sesiones con los clientes como apoyo a los grupos de preventa.
  • Participar en juntas de seguimiento semanal con equipos de soporte global.
  • Generar los reportes requeridos de los servicios gestionados.
  • Participar en las sesiones de handover entre los equipos de Preventa, TAM y equipo técnico con el propósito de asegurar una correcta puesta a punto de los servicios.
  • Coordinar las actividades de implementación de los servicios en coordinación con los equipos globales con el propósito de asegurar que los tiempos y entregables comprometidos.
  • Coordinar los horarios de soporte requeridos para la región de América con los otros coordinadores globales estableciendo los horarios y turnos a cubrir por los ingenieros asignados.
  • Dar el seguimiento requerido para que los turnos y horarios de cobertura se cumplan en base al plan de cobertura mensual definido, estableciendo un esquema de respaldo para atención de ausencias planeadas e imprevistas.
  • Promover y asegurar el cumplimiento del modelo de entrega del servicio y sus entregables, así como la realización de sesiones mensuales y QBRs con los equipos de cuenta.
  • Revisar y responder los requerimientos de soporte específicos en base a la disponibilidad de los recursos asignados.
  • Gestionar todos los problemas o incidentes presentados con los servicios asignados buscando identificar la causa raíz, establecer planes correctivos inmediatos y definitivos, llevar el seguimiento para su realización y generar los reportes requeridos.
  • Buscar maximizar la utilización de los recursos asignados en base a asignaciones anuales y por proyecto.
  • Buscar la obtención de la retroalimentación de los clientes y evaluación de los servicios proporcionados usando la encuesta de satisfacción corporativa, una vez por año o periodo de servicio.
  • Reconocer recurrentemente el trabajo realizado por contribuciones de equipo e individuales usando las herramientas corporativas.
  • Liderar un equipo de 15 a 25 ingenieros.
  • Desarrollar el plan individual de desarrollo de los ingenieros asignados.
  • Realizar sesiones 1:1 con los ingenieros asignados al menos una vez al mes.
  • Llevar a cabo la revisión de desempeño de medio periodo y al termino del año fiscal.
  • Desarrollar un plan de mejora para los ingenieros con bajo nivel de desempeño y darle seguimiento recurrentemente.
  • Participar en las sesiones gerenciales semanales, mensuales y trimestrales mostrando el estado de los servicios asignados, planes de crecimiento y requerimientos del equipo.
  • Llevar la gestión del proceso de contratación de los ingenieros requeridos considerando las fases de búsqueda, entrevistas, ofertas e ingreso con apoyo del área de reclutamiento.

Career Level - M2

Responsibilities

Entry level manager with operational focus within a specialized area. Leads a specialized area which may have diverse functional elements. Accountable for territory revenue and utilization, and for delivery of other identified departmental results through successful direction of Account Management and/or Technical delivery resources within the business unit. Coordinate delivery of Support Services. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Ensures that operational policies are followed. Ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality/productivity improvement efforts and understanding strategies of the Oracle Support Services organization. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.

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