ORACLE ANALYTICS TECHNICAL SUPPORT MANAGER

The Oracle Analytics Support organization delivers post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs for the following products.
OBIEE/OAS, OAC, BI APPS.
he Support Manager will manage on-site Oracle Support Engineers who provide support for Oracle Customers both on premise and on cloud environments.
Oracle Technical Support Manager will manage a team of 10+ Support Engineers who are dedicated to assisting our customers and partners in resolving problems experienced during implementation, administration and maintaining the Oracle Analytics products (BIEE/OAS, OAC, BI APPS).
The Oracle Analytics products and tools are mission critical tools for our customers.
The Oracle Technical Support Manager will be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
Our ideal candidate will have significant experience in Oracle systems and architecture, including good knowledge in Oracle Analytics, and Oracle Cloud infrastructure.
Qualifications B.
.
in Computer Science or related degree and 10 years of relevant industry experience.
Excellent Oracle Analytics/OBIEE/FAW skills.
Exposure to architecture, database design and/or engineering preferred At least 3+ years of management/supervisory experience with medium sized teams.
At least 10+ years of Industry experience preferably in product support or development US Citizen or Green Card preferred Career Level - M2 Duties & Responsibilities Works with Oracle Support Engineers to streamline the delivery of support services.
Drives support procedures to ensure they meet the business needs and customers SLA’s.
Leads teams to successful execution of support services as defined by Oracle SLA criteria including those established by the Line of Business, customer profile and special circumstances.
Follows and maintains support methodology (templates, processes, and deliverables) and ensures all support engineers understand their responsibilities in this process.
Partners with Development Teams to best streamline processes and generation of patches, backports and solutions to customer problems.
Remains up to date on key technology, business, and industry trends.
Develops budget and annual goals and objectives; holds team accountable for attaining goals and objectives.
Set strategic direction for the training and evaluation of team members.
Oversees shift definition, workload balancing and business continuity planning Directly supervise the activities of Support Engineers.
Assists in troubleshooting efforts and coaches team members on troubleshooting strategies Pushes innovative approaches to solving problems Maintains readiness of the team aligned with Oracle’s release cycle.
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Disclaimer.
Oracle is an Equal Employment Opportunity Employer*.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law.
Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer