CSS Incident Manager – AMERICAS Service Desk

Oracle; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global technology company in Mexico is seeking a dedicated professional for customer service and incident management. The ideal candidate will have a University Degree, strong communication skills, and a background in IT support. Responsibilities include acting as a first point of contact for customers and ensuring timely resolution of issues. Experience with Oracle support tools is a plus.

Formación

• English proficiency is a must (both written and spoken production).
• Customer service/support background in IT environment preferred.
• Previous Incident Management / Escalation Management experience.

Responsabilidades

• Act as first customer point of contact and observe the response SLOs.
• Triage customer requests and engage appropriate technical teams.
• Provide customer service and incident management support.

Conocimientos

Self-driven

Strong communication

Customer oriented

Analytical

Organized

Resourceful

Excellent collaboration

Detail-oriented

Educación

University Degree

Descripción del empleo

Responsibilities

• Act as first customer point of contact and observe the response SLOs
• Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
• Capture and collect customer concerns, issues and impact
• Provide customer service and incident management support, as per Service Desk delivery standards
• Act as an escalation point for critical issues, following Oracle best practices
• Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
• Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
• Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
• Use the available tools and procedures to manage and escalated incidents and to engage the appropriate technical teams in the resolution
• Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
• Confirm incidents’ closure to customer satisfaction and contribute to post-incident reviews
• Ensure traceability of results by using reporting tools to accurately capture delivery
• Prepare the deliverables required and send them on the agreed schedule and frequency
• Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk

Qualifications

Career Level - IC3

Requirements

• University Degree
• English proficiency is a must (both written and spoken production)
• Customer service/support background in IT environment preferred
• Previous Incident Management / Escalation Management experience
• Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus

Skills and Competencies

• Self-driven, unwavering and committed to growth
• Strong communication and persuasion skills
• Customer, process and results oriented
• Analytical and organized
• Able to maintain sustained focus and deliver prompt response to incidents
• Resourceful and creative, capable to adapt and find the best approach for any situation
• Able to work both within a multicultural team, as well as independently
• Excellent collaboration skills and team work attitude
• Demonstrate attention to details and perseverance
• Committed to delivering value and high performance