Job expirat
GES (Global Enterprise Services ) provide global 24x7 support services to Oracle University for the successful delivery of all OU training courses. In addition, GES provide technical support to a number of key Internal Oracle IT customers.
The Delivery Services team comprises technical consultants who provide the customer service interface between the customer and GES. This interface provides a helpdesk service for the logging and tracking of customer service issues and a first level technical support function to identify and resolve common issues or to provide accurate escalation of the issue to other GES teams for final resolution.
Based locally in Romania and reporting to the Delivery Services Senior Manager, the Delivery Services Line Manager will provide an operational and service management function to all GES customers for the logging and tracking of service issues for all services provided by the GES group. Assures the highest level of customer satisfaction. Management of a variety of technical pro-active duties to ensure service readiness and regular reporting to GES management of key issues and service issue escalations.
RESPONSIBILITIES:
- Managing team and individual performance to defined service level metrics within process workflows for all service request issues (tickets) which are logged through the Oracle Global Helpdesk into the GES Operations Helpdesk Queue to the appropriate GES resolving group.
- Scheduling and management of daily QA
( Quality Assurance) activities via remote access to identify , resolve or escalate system issues which may impact service readiness: pro active desktop resolution activities to identify and fix desktop issues on Win2k and Redhat operating system platforms, perform pro active server verification to ensure readiness of Linux & Solaris based grid environments
- Creation and follow up of GES outage and RCA reports, resolution and reporting.
- Scheduling of team rota to ensure complete 24 x7 coverage of support activities
- Line management duties of local Romanian team (training plans, performance reviews, vacation requests, HR issues )
- Perform regular reviews of service request issues as reported by the Snr Metric Manager
- Report team activities and operational updates to direct manager and GES senior management on a regular basis.
- The Delivery Services team provide 24x7 x365 day support across a multi shift schedule. The ability to be available for any potential escalation issue at any time is essential to this role.
SKILLS:
- General exposure to popular technology and applications – MS Windows, Excel, Word, some Oracle Product knowledge would be useful.
- Familiarity in the use of key Oracle applications (Oracle TeleService , Iproc, SSA)
- Development of team and individual performance
- Understands the importance of customer service
- Written and verbal communication skills deliver high quality support
- Plan, controls time and resources to fulfill team and business goals
- Co-ordination of team efforts across organizational boundaries and networks
- Exercises judgment in seeking advice and counsel
- Handles stressful situations effectively
- Projects a positive and professional image
- Developing teamwork skills
- Is able to take full ownership of responsibilities
- Understands departmental and company policies, procedures and business practices
- Can work to predefined performance targets
QUALIFICATIONS:
- At least 2-3 years of experience in a team leadership or line management role
- Ideally has some experience of working in a customer service environment
Please submit your CV in English! Thank you!
CAREERS WITH A GLOBAL DIMENSION
Looking for a career that will let you work with the brightest minds in the industry? Want to be part of a global team that s changing the way the world does business? Consider Oracle Corporation. Oracle is home to 50,000 professionals in more than 100 countries.
Oracle Corporation started as a representative office in Romania in 1995, given the increase in the number of Oracle products users and also to the development of complex projects based on Oracle solutions that required local expertise. Oracle was the first big multinational software company, which opened an office in Bucharest.
The reasons for which Romania has been included as business area in the Oracle EU Enlargement Countries organization are the following:
-the fast growth the Romanian IT & C Sector
-the highly prepared specialists
-the steady economic development
In Oracle Romania you would be working pro-actively with customers and partners to exploit and optimise the capabilities of the Internet via e-business and information flow.
Oracle is teamwork orientated, which means it\\\\\\\\\\\\\\\'s easy here to strike up good friendships in a truly multicultural environment (employees interacting with 28 countries / 20 languages).
We are looking for ambitious professionals who are hungry for career progression and its substantial rewards: individuals who appreciate the advantages of working with people from different cultures with the same dedication to teamwork and excellence. We want candidates who possess drive, initiative, enthusiasm, and who are flexible and good team players.
In return, Oracle Romania will provide you, as a professional, with the opportunities and career progression that will shape you both personally and professionally.
