Oracle Product Support Manager - Oracle Fusion Financials in Colorado Springs, Colorado

Product Support Manager - Oracle Fusion Financials

Preferred Qualifications

At Oracle Fusion Financials, we deliver Financial Management and reporting solutions in the Cloud (SaaS) to leading companies worldwide, across multiple industries. To realize our vision of making our innovative and comprehensive Fusion solutions for these leading companies, we look to attract, hire, and retain the best talent in the industry.

The Fusion Financials Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.

Position Overview:

The position is for a Product Support Manager with a technology and software support background. Responsible for leading a team of Application Support Engineers providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this team is to provide customer service on a technical and functional level and to ultimately drive complete and total resolution of each service incident and to proactively work issues with design for product improvement. This typically involves troubleshooting, then collaborating with functional and technical teams, often helping to resolve issues in areas such as middleware and cloud services

Note: This role may need you to work on weekends and multiple shifts on rotation basis.

Education & Experience:

  • B.S (Computer Science) or equivalent required.

Functional/Technical Knowledge & Skills:

  • Previous people management experience, particularly in fast paced, application support environment preferred

  • Ability to communicate and collaborate across all levels of the organization, both verbally and in writing

  • Past experience in functional, middleware and/or cloud support services

  • Functional skills in Financials (GL/AP/AR/FA) required

  • Technical skills in areas such as: middleware, web servers, ADF, IDE, Java, XML, SQL preferred

  • Analytics exposure, such as work with Oracle Discoverer, Siebel, or Hyperion preferred

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

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.

Job: Support

Location: US-CO,Colorado-Colorado Springs

Job Type: Regular Employee Hire

Organization: Oracle