Job Description

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! Job 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.

• Act as the primary liaison between Oracle, the customer, and other involved parties. Serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business analysis, technical consulting and project management skills.

• 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.

Career Level - IC3

Responsibilities

• 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/or support is required

• Basic understanding of cloud technology and infrastructure services

• 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

• Participate in on call rotations for customer escalations and technical incidents, with a focus on customer communications

• Drive the creation of customer facing root cause analysis documents, including development, approvals and customer delivery

• 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.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $70,400 to $178,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer