Customer Service Support Manager

Translates Oracle Field Services International goals into performance objectives for each team member and measures

individual performance against plan.

Develops employees through regular 1 : 1s, performance reviews, development and training needs.

Masters all service delivery related processes and advises team members on the effective and efficient way to use

Oracle support services and products, tools, interfaces and procedures.

Responsible for KPI and metrics improvement.

SubCo management and ensure delivery for SubCo engagement.

Contract Negotiations for SubCo engagement.

Primary point of contact for customers and Oracle LOBs for any customer situation and escalated issue.

• Manages team(s) supporting data centre environments, customer environments and / or operations, addresses identified and escalated routine trends and ensures problem resolutions are documented.
• Manages team(s) conducting end-to-end on-site hardware installation.
• Monitors daily operations for teams replacing server components and upgrades servers for existing customer base for a site.
• Manages team(s) implementing designed and defined network communications and solutions, including cabling validation and networking equipment, providing guidance on complex problems.
• Engages additional resources to address complex or unresolved issues.
• Manages response to outage situations for clients.
• Ensures adherence to all established Standard Operating Procedures (SOPs) / Maintenance Operation Protocols (MOPs).
• Oversees and drives the implementation of required security controls, including updates and maintenance for a team(s).
• Ensures and manages team's compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
• Oversees technicians’ participation in training to advance their understandings and refine technicians' skill set, meeting requirements.
• Stays current with industry understanding best practices and developments in networking and server maintenance, data centre and facility operations.
• Manages team adherence to SOPs and MOPs for operational Data Centre Change Control processes.
• Facilitates collaboration with development teams and external vendors to resolve complex technical problems, providing subject matter expertise around large-scale matters.
• Ensures that contractors and vendors are delivering quality services and that all Service Level Agreements (SLAs) are being met for location(s).
• Oversees quality assurance, providing guidance on process creation and mentorship programs.

Career Level - M3