To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers\xe2\x80\x99 use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

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.

As 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).

Qualifications

Client Operations Manager \xe2\x80\x93 Dedicated Cloud at Region

OCI have an opportunity for a Client Operations Manager who will be responsible for a wide variety of engagement supporting our (DRCC) deployments. This is an exciting new role in line with the expected growth for this product line. You will have the autonomy to be creative and to ensure we are able to deliver a world class service to Oracle\xe2\x80\x99s DRCC customers.

If you are ready to drive consistently great customer outcomes and accelerate the growth of our business, come join the Oracle Cloud Infrastructure (OCI) organization. You need to be highly motivated, self-driven and have a good combination of service management, technical and support skills, whilst being focused on continual improvement within the operation. You like to work in a fast-paced, global team with various seniority levels to support our objective of enhancing the capabilities and effectiveness of our key functions and projects.

Please note that there may be a requirement for the candidate to travel to multiple OCI customer locations to support build and ongoing operational activity.

Roles and Responsibilities

• From a Data Centre Site Operations manage a select customer or group of customers. Spanning across EMEA and Globally.
• Collaborate effectively with cross functional teams, representing and managing Data Centre Operations to ensure key issues are being addressed through to resolution effectively for a select group of enterprise customers.
• Create reporting based on KPI\xe2\x80\x99s and share with leadership on performance for key customers.
• Ensure all compliance reporting requirements are successfully met for DRCC customers.
• Monitor metrics and drive continuous improvement efforts across DRCC to achieve KPIs and objectives.
• Provide swift response to operational issues and own where required through to resolution by working in matrixed style organisation to ensure suitable resolution surpassing customer expectations.
• Innovate and implement strategic improvements to drive down costs and reduce risks/downtime for DRCC customers.
• Provide support and direction for New Region Build and expansion activities (both onsite and remote) and delivering world-class standards.
• Implement/Contribute towards Global Automation Solutions for DRCC Operational run activities.
• Triages Operational issues and takes appropriate actions to support and engineering teams and resolve them effectively.
• Communicates with senior leadership to advise, influence and determine strategic business needs.
• Ensure best in class Oracle standards are followed by staff, vendors and contractors.
• Ensure Global Data Center teams manage incidents, problems and changes to the service efficiently and effectively following the agreed and documented processes.
• Engages globally with Internal and External groups at all levels to address support issues effecting Data Centre Operations.
• Setting expectations and monitoring across Data Center Operations globally, quality assure process execution and proactively address concerns with remote team leads.
• Working on standardization of steady state DRCC customers globally.

Ideal Candidate

• Highly service-oriented, customer facing, reliable, responsible, self-motivated, and enthusiastic.
• Excellent communication skills and ability to interact professionally with a diverse group of customers and staff.
• Able to work productively in cross-functional teams or resourcefully and independently as an individual.
• Demonstrated examples of process improvement execution leading to high customer satisfaction
• Track record of delivering continual improvement in operations
• Experienced in overseeing operational Data Center projects and activities to ensure they are delivered to meet requirements.
• Displays leadership qualities, mentoring, verbal and written communication abilities. Ability to use critical thinking when making decisions in day to day operations.
• Experience in and ability to communicate to executive levels.
• Outstanding organizational skills, ability to prioritize effectively, and has experience with technical project management.
• Experienced with Lean Methodologies (Six Sigma for example)
• Multilingual is a plus but not essential

Basic Qualifications /Experience

• Strong background with IT Service Management disciplines (Problem Management, Change Management, Incident Management, Knowledge Management)
• Proven Experience in Data Center Operations/Technical Support/Engineering
• Knowledge of Data Center Infrastructure (Power, Cooling, Structed Cabling, Connectivity etc)
• Strong knowledge of OCI and Cloud Computing Concepts.
• Experienced in supporting large Enterprise customers in mission critical IT/Data Center Operations environment (Server, Storage, Network and Applications equating to service uptime)
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
• Experience of ITIL

At Oracle, we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, colour, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law.

At Oracle, we don\'t just respect differences - we celebrate them! We believe that innovation starts with inclusion and to create the future, we need people with diverse backgrounds, perspectives, and abilities. That\'s why we\'re committed to creating a workplace where all kinds of people can do their best work; whether that\'s through inclusive benefits, equal pay, employee resource groups and more.

Oracle is committed to being an inclusive employer. We are happy to consider flexible working arrangements and please talk to us even if you don\'t tick every box!

For individuals with disabilities who would like to request an accommodation or any other assistance, please let the recruiting team know and they will support you with the necessary actions throughout the interview process

Oracle