Technical Director - Application Architect
Oracle - Honolulu, Hawaii, United States, 96814Work at Oracle
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Overview
Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.Responsibilities
Key Responsibilities:Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product area (e.g., Financials, HCM, SCM, CX) to address and resolve customer problems.Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction.Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements.Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.Key Experience:
Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.Functional Expertise: Proficiency in at least one area of Oracle Fusion SaaS (e.g., Financials, HCM, SCM, CX).Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction.Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices.Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.Education:
Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.This position may require occasional travel to customer sites.Flexibility to work outside regular business hours to address urgent customer issues may be required.
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