Customer Escalation Manager

Oracle; Región Centro; Presencial; MXN 1,442,000 - 1,804,000; Jornada completa

Descripción de la vacante

A leading technology company is seeking a Customer Escalation Manager with excellent Oracle RDBMS technical experience across the entire database stack. The role involves managing customer escalations, coordinating technical resources, and providing executive-level updates. Candidates must possess strong analytical and problem-solving skills and the ability to lead effectively in high-pressure situations. This position requires independence and self-reliance in handling complex technical issues while communicating clearly with stakeholders.

Formación

• Strong technical leadership and problem-solving skills in high-pressure environments.
• Experience with Oracle RDBMS stack, including performance tuning and recovery.
• Ability to work independently as the contact for Sustaining Engineering.

Responsabilidades

• Manage customer escalation and review issues effectively.
• Coordinate technical resources for problem resolution.
• Provide clear status updates to Executive levels.

Conocimientos

Oracle RDBMS technical experience

Analytical skills

Technical problem solving

Leadership and coordination

Communication with stakeholders

Descripción del empleo

Candidate Profile

• Excellent Oracle RDBMS Technical experience across entire Database stack, including DB Admin hangs and crashes, DB/SQL Performance, Recovery and RDBMS internal trace analysis.
• Excellent Technical problem solving and analytical skills, with a proven track record of issue identification and clarification of issues, and the ability to apply basic Problem-Solving techniques to question, triage diagnostics and understand Database and Exadata technical issues.
• Strong independent and self-reliant leadership, with proven track record of being able to coordinate and communicate with all interested Stakeholders across multiple Technical and Product areas up to and including Senior Executive Level.
• Be able to think on feet whilst remaining calm, level headed, and clear in communication within the scope of highly heated situations.
• Strong Leadership, organizational and coordination skills to lead technical resources required for investigation and problem resolution.
• Be able to provide in-depth written status updates at both Technical and Senior Executive/CIO level.
• Provide feedback to help Product improvements and develop future situation and engagement processes.
• Work independently as lead contact for Sustaining Engineering with Product Area.

Must Have

• Strong independent and self-reliant leadership, with proven track record of being able to coordinate and communicate with all interested Stakeholders across multiple Technical and Product areas up to and including Senior Executive Level.
• Excellent Technical problem solving and analytical skills with proven track record of issue identification and clarification, along with previous Database experience.
• Be able to think on feet whilst remaining calm, level headed, and clear in communication within the scope of highly heated situations.
• Need to be able to:
• Strong Leadership, organizational and coordination skills to lead technical resources required for investigation and problem resolution.
• Provide in-depth written status updates at both Technical and Senior Executive level.
• Provide feedback to help Product improvements and develop future situation and engagement processes.
• Work independently as lead contact for Sustaining Engineering with Product Area.

Qualifications

Career Level - IC4

Responsibilities

• Database Development Executive Escalation Team Customer Escalation Manager
  • Excellent Oracle RDBMS Technical experience across entire RDBMS stack, including DB Admin hangs and crashes, DB/SQL Performance, Recovery, RDBMS internal trace analysis, and experience of Exadata Server and Cell Software.
  • The role requires a proven high level of RDBMS hands on technical experience across the Oracle RDBMS Product stack, along with strong analytical technical problem solving experience in a pressurized situation. (Strong Exadata Server and Cell Software experience would be an added benefit)
• Role Details
  • From initial problem review and investigation, providing mitigation options whilst clarification of problem underway, through to the engagement and coordination of Development technical resources to further review the issue.
  • This requires strong technical leadership and coordination skills to drive the investigation, as well as strong communication and management experience to provide Executive level investigation status update to Oracle Development Senior Executives.
  • The successful candidate will also help to develop better situation handling and engagement processes to streamline future issue handling, whilst also providing Product improvement suggestions across the Product Stacks.