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Job description / Role
Who is Oracle Advanced Customer Services OFS?
First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.
Advanced Customer Services is a global organization , operating in 100+ countries for 20+ years, with a wealth of customers across all industries
Thousands of customers around the globe rely on Advanced Customer Services for high performance and the efficient operation of their most critical business processes on Oracle environments.
Lifecycle management
Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers' operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s). For Our Applications Delivery Organisation with ACS - Oracle Functional Services OFS we are searching for:
Global Applications Delivery Director based in Egypt, Cairo
ACCOUNTABILITIES
Escalation management:
- Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
- Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
- Responsible for adherence to customer's SLA's as well as internal productivity targets
- Scoping and executing the Services
- Manage resources performing the Services, work assignments, prioritization
- Gather metrics and drive process improvement
- Resource Staffing, Skill Development, Training and Utilization
- Manage Risks, Issues, Mitigation and Escalations
- Ensure Process Compliance
- Responsible for Quality Audits
- Proactively escalates where required to Oracle Senior Management
- Manages Contract and Invoicing issues
- Work with the customer to become a reference
- Work on internal project & initiatives which require temporary region-wide access to data
- Support Pre-sales efforts
- Review existing services including to ensure a thorough understanding of the requirements
Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
- Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
- Produce regular and accurate progress reports
- Regularly update the users and ACS team on progress against Plan
- Implement Service Improvement policy and processes
- Establish priorities
- Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
- Plan for service growth
Account Relationship Management
- Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
- Leverages Key Oracle Senior Management to drive Oracle's commitment and partnership within customers organization
- Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives
- Manage overall service delivery
- Support Oracle Business Development initiatives
Program Management
- Provides Program oversight and direction to the delivery team to meet customer objectives
- Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement.
- Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues
- Coordinate Executive Meetings
Contract Management
- Ensure that Oracle's services are being provided as per contractual obligations
- Responsible addressing Billing and Contract Financial issues
Other Attributes which are required
- Provides functional and technical help to Support Engineers for resolving various issues
- Closely work with counterpart leads of Customer for periodic review and improvements
- Creates reusable components
- Proactively suggests Product Improvements and new functionality
- Focuses on Quality and efficiency of Issue resolution
- Participates in different Oracle Community Groups/forums
- Available 24/7 for escalations
- Application setup and configuration assistance
- Ensures customer satisfaction through timely and efficient completion of deliverables
- Ensures the team addresses all relevant issues within the compliance and customers coding standards
- Monitors the performance of the team members
- Assures accountability, ownership, and quality of delivery
- Encourages team cohesion and timely communication
- Prepares and delivers regular reports on the progress and outstanding issues
Feel free to get familiar with additional, detailed information about this exciting new position in Egypt:
Daily
- Address and follow up on special, urgent, sev-1 and escalation requests (including Prod Support & Dev teams)
- Escalations, Risks and Issue management
- Customer iterations thru email, phone calls and other media
Weekly
- Handle process failures
- Handle exceptions requests
- Review/request update of outages and priority 1 failures
- Provide updates in Weekly Decom report
Portal updates:
- Entitlement Delivery:
- Customer Status Reporting:
- Prepare, distribute SR & RFC Review report & chair conf call (source MOS, ISP, Analytics)
- Billing & Collection tasks
- Follow up on Contract & Billing issues
- OMCS Contract Mgmt & AR Aging Monitoring
- CSM/SDM Mgmt Conf Call - Team meeting
If necessary discuss operation issues as well… your problem/your customer's problem might not be unique
- Manage complex situations involving several LOBs/teams/3rd parties related to the customer services
- Customer evangelization:
- Cross & Up Sell when possible; identifying business opportunities
- Team building and other non-ad hoc tasks
- Prioritize your own workload & Work-Life balance on a daily-weekly-monthly basis
- Help your coworkers when asked (offer it beforehand sometimes…)
- Participate in forums
- Have a call with your sales renewal/sales person from time to time to discuss opportunities; market; other customers initiatives
- Time sheet
- Project Expenses
Requirements
Below are the people-manager attributes required for this new exciting leadership position:
TECHNOLOGIES
Mandatory skills in Applications. +15 years of Hands on experience in implementing/supporting:
- Oracle SaaS - Fusion HCM, ERP, SCM
- Oracle SaaS - CX suite of products
- Oracle SaaS - EPM Suite of products
- Oracle Analytics Cloud Services
- Oracle PaaS for SaaS
- Apps Unlimited - EBS, PSFT, JDE, Hyperion
Candidates with Oracle SaaS - CX suite of products will be preferred!
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.