Job Description:Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology , First of all, the People. Customer Success Services (CSS) has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.Customer Success Services (CSS) is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries Thousands of customers around the globe rely on Customer Success Services (CSS) for high performance and the efficient operation of their most critical business processes on Oracle environments Lifecycle managementBeing part of Customer Success Services (CSS) organization, you get an opportunity in the lifecycle management of the solution. As customers' operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).Behavioral Skills (Required)The organization is responsible for delivery of Managed Service Engagements in Apps and SaaS platforms. The engagements carry response and resolution Service Level Agreements. As a Service Operations Manager, you are expected to manage an engagement end to end. You will manage a team of resources and be accountable for delivering to the SLA'sRole Accountability:o Manage customer relationshipo Manage and coordinate activities of Oracle Functional Services team.o Produce management reportso Identify and mitigates risks in the delivery of serviceso Manage Quality of deliveryo Facilitate tactical execution of defined tasks within the scope of services.o Facilitate process complianceo Lead Account Reviewso Track Project Plans/ Milestoneso Assist in escalation when neededo Responsible for delivery of SLAo Responsible for delivery of serviceso Build and manage the operations teamo Mentor team and build expertiseo Responsible for quality of delivery & customer satisfactiono Assist in escalation when neededo Partner with teams ( internal and customer)o Participate in Weekly Operational Review meetingso Participate in change management meetingso Participate in high severity incident resolutiono Incident prevention and detection oversightQualifications:o Oracle Fusion Cloud / HCM Experience - Technical or Functional or Techno Functionalo Minimum 12 years of experienceo Should have worked in a managed services engagement for at least 5 yearso Should have managed engagements for a period of 3-4 yearso Fluent in risk management and delivery managemento Fluent in ITILo Fluent in EnglishAcademics:o B.S (Computer Science) or equivalent preferred.o Other qualifications with adequate experience maybe considered.o MBA (Financials/Operations/Systems) is a plusAs part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).Responsibilities:Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology , First of all, the People. Customer Success Services (CSS) has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.Customer Success Services (CSS) is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries Thousands of customers around the globe rely on Customer Success Services (CSS) for high performance and the efficient operation of their most critical business processes on Oracle environments Lifecycle managementBeing part of Customer Success Services (CSS) organization, you get an opportunity in the lifecycle management of the solution. As customers' operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).Behavioral Skills (Required)The organization is responsible for delivery of Managed Service Engagements in Apps and SaaS platforms. The engagements carry response and resolution Service Level Agreements. As a Service Operations Manager, you are expected to manage an engagement end to end. You will manage a team of resources and be accountable for delivering to the SLA'sRole Accountability:o Manage customer relationshipo Manage and coordinate activities of Oracle Functional Services team.o Produce management reportso Identify and mitigates risks in the delivery of serviceso Manage Quality of deliveryo Facilitate tactical execution of defined tasks within the scope of services.o Facilitate process complianceo Lead Account Reviewso Track Project Plans/ Milestoneso Assist in escalation when neededo Responsible for delivery of SLAo Responsible for delivery of serviceso Build and manage the operations teamo Mentor team and build expertiseo Responsible for quality of delivery & customer satisfactiono Assist in escalation when neededo Partner with teams ( internal and customer)o Participate in Weekly Operational Review meetingso Participate in change management meetingso Participate in high severity incident resolutiono Incident prevention and detection oversightQualifications:o Oracle Fusion Cloud / HCM Experience - Technical or Functional or Techno Functionalo Minimum 12 years of experienceo Should have worked in a managed services engagement for at least 5 yearso Should have managed engagements for a period of 3-4 yearso Fluent in risk management and delivery managemento Fluent in ITILo Fluent in EnglishAcademics:o B.S (Computer Science) or equivalent preferred.o Other qualifications with adequate experience maybe considered.o MBA (Financials/Operations/Systems) is a plusAs part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.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
