JOB DESCRIPTION / ROLE
Oracle Advanced Customer Services Oracle Advanced Customer Services is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.
Who is Advanced Customer Services?
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.
For our new Oracle Functional Services OFS organization being built in Egypt location we are looking to hire number of team-members at different seniority levels.
Service Operations Manager (SOM) - ACS OFS organisation
The organization is responsible for delivery of Managed Service Engagements in Apps and SaaS platforms. The engagements carry response and resolution Service Level Agreements. As a Service Operations Manager, you are expected to manage an engagement end to end. You will manage a team of resources and be accountable for delivering to the SLA's
o Manage customer relationship
o Manage and coordinate activities of Oracle Functional Services team.
o Produce management reports
o Identify and mitigates risks in the delivery of services
o Manage Quality of delivery
o Facilitate tactical execution of defined tasks within the scope of services.
o Facilitate process compliance
o Lead Account Reviews
o Track Project Plans/ Milestones
o Assist in escalation when needed
o Responsible for delivery of SLA
o Responsible for delivery of services
o Build and manage the operations team
o Mentor team and build expertise
o Responsible for quality of delivery & customer satisfaction
o Assist in escalation when needed
o Partner with teams ( internal and customer)
o Participate in Weekly Operational Review meetings
o Participate in change management meetings
o Participate in high severity incident resolution
o Incident prevention and detection oversight
- Must have skills
o Oracle Fusion Cloud / ERP Experience - Technical or Functional or Techno Functional
o Minimum 12 years of experience
o Should have worked in a managed services engagement for at least 5 years
o Should have managed engagements for a period of 3-4 years
o Fluent in risk management and delivery management
o Fluent in ITIL
o Fluent in English
o B.S (Computer Science) or equivalent preferred.
o Other qualifications with adequate experience maybe considered.
o PGDBM/MBA (Financials/Operations/Systems) is a plus
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.