Head of Technical Support & Incident Management

Oracle; United States; On-site; USD 79,000 - 166,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Savings and Investment Plan

Paid time off

Paid parental leave

Employee Stock Purchase Plan

Job summary

Oracle is seeking a skilled leader to manage a customer service delivery team, acting as escalation point for complex inquiries and ensuring timely resolutions. You will monitor Incident Management, drive cross-functional collaboration, and enhance knowledge base and documentation to improve customer experience.

The role emphasizes coordinating with QA/Development, producing clear technical documentation, and driving customer satisfaction through proactive support initiatives.

Qualifications

• U.S. Citizenship required and ability to obtain Public Trust Clearance or other client clearances.
• Disclaimer: immunization/occupational health mandates may apply to U.S.-based roles.
• Experience coordinating with multiple teams to resolve complex customer issues.

Responsibilities

• Manages a team to resolve incoming service requests and ensure timely, effective solutions.
• Serves as escalation point for difficult customer inquiries.
• Monitors Incident Management to identify gaps and improve resolution processes.
• Coordinates QA and Development involvement for product/infrastructure issues.
• Promotes knowledge base expansion and documentation for better customer support.

Skills

Team leadership

Incident management

Documentation

KPI analysis

Cross-functional collaboration

Job description

Oracle is seeking a skilled leader to manage a customer service delivery team, acting as escalation point for complex inquiries and ensuring timely resolutions. You will monitor Incident Management, drive cross-functional collaboration, and enhance knowledge base and documentation to improve customer experience.

The role emphasizes coordinating with QA/Development, producing clear technical documentation, and driving customer satisfaction through proactive support initiatives.