- Directly responsible to recruit, train, coach, appraise, manage performance and retain the best and the brightest support professionals.
- Responsible for day to day operations of the Support Integration Architect team, to manage a flawless support experience for our global clientele.
- Own and respond to customer and stakeholder escalations.
- Ensure highest level of positive customer interaction within the team, and all key performance indicators to ensure the best customer experience.
- Foster a work environment that encourages information sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible.
- Lead organizational projects that enhance the quality or efficiency of technical Support Integration Architect delivery and product quality with engineering, account management, and other teams. This can include bug resolution, tools, knowledge, and logistics.
- Provide mentoring, useful training recommendations, guidance, and collaboration to junior team members/direct reports to foster their professional growth.
Product Support Manager - Bengaluru, India - Oracle
Description
As a member of the Oracle Health Support organization, your focus is to deliver post-sales support and solutions to the Oracle Health Application Managed Services (AMS) customers while serving as an advocate for customer needs. This involves collaborating with and directing the team resources as they support diverse technical needs and escalations for AMS sites.
BS (or technical equivalent) is preferred. In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).
Career Level - M2
As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills.
You will lead a specialized team which may have diverse functional elements and will ensure appropriate operational planning is effectively executed to meet business needs. You will frequently interact with supervisors and/or functional peer group managers and may interact with senior management.
Responsibilities include: