Director, Global SSC Delivery, ACS Global Expertise Center

Oracle

Egypt

Ref: RP556-1594

Job description / Role

Employment: Full Time

Oracle Advanced Customer Services (ACS) provides tailored support and services solutions to Oracle customers to ensure they maximize their usage and benefits from Oracle technologies.

Oracle ACS Global Delivery is a global delivery organization with over 3000 highly skilled Oracle technologists, ACS service engineers and ACS functional consultants. Solution Support Center (SSC) is a premium support service within ACS and provides the customer with a highly personalized advanced level expert reactive and proactive support on Oracle products like database, engineered systems, applications, middleware etc.

- Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identify the root cause, in collaboration with Premier support.
- Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options etc.
- 15+ years of professional experience.
- 5 years of project/customer/account/people management experience in a support organization preferred.
- Excellent presentation skills. Excellent written and oral communication.

Scope:

- Leads a global engineering team responsible for the successful technical delivery of ACS-SSC contracts for global customers covering Database, Exadata, OGG & Cloud technologies
- Forms part of the Global Expertise Center (GEC) Delivery management team, with shared accountability for ACS business and customer success
- Be accountable as the point of contact for remote services to assure appropriate technical skills and resource coverage to fulfil SSC delivery commitments in the most efficient way - whether they be on-site, remote or third party
- Service/product development activities/initiatives.
- Drive the technical and soft skills development of team members in line with ACS objectives, and their personal development plans, career goals
- Works with Oracle teams across lines of business such as Product Support, Customer Management, License Sales, Product Development Consulting and Education
- Collaborates closely with other managers within the support/Service management organization (internal and external stakeholders).
- Develops strong relationships with partner organizations and other third parties as required to extend, in a flexible way, ACS delivery capacity.
- Drive collaboration and partner with Global Centers, Regions, development and support Organizations on projects and initiatives for process improvements increasing quality and productivity.

Roles and Responsibilities:

- The role has responsibility to deliver SSC services to customers globally. Regular interaction with the internal account teams in NA, EMEA, LAD and APAC.
- Manage 24x7 model of remote delivery covering shifts and weekends.
- Below mentioned Key Credentials with proven track record is needed:
- Working globally
- Customer Management
- Project Management
- Planning and Organizing Delivery Management
- Escalation Management

Requirements

Preferred Qualifications

Education:

- Bachelor or Post graduate Degree in Computer Science, Engineering, related field or equivalent

Preferred Technologies

- Oracle Database across enterprise versions (11g, 12c, 18c and 19c)
- Engineered Systems (Exadata)
- Oracle Cloud Infrastructure, ExaCC, ExaCS & ADB
- Oracle GoldenGate (OGG)
- Oracle Fusion Middleware (FWM)

Key Strategic Deliverables:

- Implement globally consistent standards, processes and tools to support SSC customers in reactive and proactive activity.
- Ensure customer satisfaction (meet SSC service levels, support account teams to show SSC value).
- Driving Growth (enhance delivery capabilities, identify new opportunities, and reduce expenses).
- Innovation (New Services, Process automation, Build Competency).
- Enhance Visibility (Customer visibility, internal visibility).
- People Focus (Career development, Performance management).
- Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
- Achieve margin % target

Key Attributes:

- Collaboration: Collaborate with different key stake holders including Global ACS Delivery Teams, Oracle Support & Development.
- Customer Success: Customer should see key benefits in terms of financial, Operational and High availability.
- Results Orientation: Financial Targets in terms of YoY Revenue increase and Target margin achievement. 24 x 7 Delivery experience.

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.

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