Triage Incident Manager - PBOP-200009OW Applicants are required to read, write, and speak the following languages: English
Triage Incident Manager (TIM) is an experienced professional with
proven client management skills,
significant ITIL and Incident Management process skills and proven
capability to build effective
relationships into the customer’s management and across Oracle lines of
business. They are responsible for managing the incident process from
initial triage through route cause and problem process. The delivery and
scope of contracts
and services into designated account; ensuring quality, customer
and referenceability. The role is responsible for protecting and
Support revenue streams into these designated accounts.
across all Oracle lines of business to ensure seamless delivery of services to
the customer / delivery engagement to the customer as defined by Oracle Support
Services line management.
other roles / business groups in the development and maintenance of the
customers support account plan.
and maintain the customer deliverables like, Service Level Reports, Incident and Problem Reviews etc.
· Backup the Service Delivery Manager to manage
the delivery of customer engagements – as required
delivery communications with the customer including incident management, planning, change
management, and satisfaction.
on, and drive the change of, Oracle Support engagement practices in the
account, such as systems, tools and interfaces.
as Situation Manager for both technical and business focused issues, including
proactive escalation as appropriate related to the delivery of services to the
the customers’ business objectives, requirements and environment, and ensure
Oracle Support Services takes these into account when servicing the customer.
proactive communication regarding the customers business and technology and
requirements to Oracle staff and regarding Oracle capabilities to customer
in renewal of Support contracts and contribute to pre-sales activities.
additional opportunities for customers to engage with all Oracle lines of
business, such as technical events and business seminars.
a leadership role for the delivery team for ACS services into the customer
the delivery of ACS services within the terms of the contract.
the service in accordance with documented ACS service delivery procedures.
regular, formal value-oriented reviews of service achievements and status.
feedback to the customer on the performance of its organization and potential
incremental opportunities to assist the customer in achieving its business
and maintain the referenceability of the account with other Oracle lines of
any service delivery escalations that may arise, and coordinate the resolution
of escalated or other high priority customer issues.
regular progress reviews and share information, methodologies, and good
practice to the account(s) and the relevant Oracle lines of business.
to manage time and work flow to meet service delivery requirements.
for customer satisfaction with Oracle Advanced Customer Services
the sales teams on developing new opportunities and renewing existing ones
Your time is expected to be allocated
Incident / Problem Management - Managing customers needs and the
delivery of agreed services
Service Reporting - Prepare and present customer reports as needed
Business Development - Interact with customer management and turn over leads
for additional sales and services to Sales and Practice Managers
RELEVANT EXPERIENCE and
Knowledge and Skills:
Bachelor’s degree in Computing Science, Commerce, or equivalent.
* Understanding of service
delivery best practice (eg, ITIL, COBIT).
* Deep understanding
of Incident and Problem Management methodologies certification or
extensive experience across global and diverse organizations.
* Experience working in matrix
* Demonstrated experience with
Enterprise-level package solutions or the use of technology in a business
of various technical architectures and operating systems
verbal and written communication skills, especially "face-to-face"
experience at middle or executive levels
* Strong influencing and
* Strong independent decision making skills
in Software and / or professional services Industry.
year’s customer-facing internal/external consultative experience.
in ensuring customer success.
Detailed Description and Job Requirements
This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.
This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.
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