Oracle Managed Cloud Services Operations Manager in Guadalajara/Zapopan, Mexico
Managed Cloud Services Operations Manager
Oracle Managed Cloud Services is a critical and proven part of Oracle’s broader cloud offerings. It enables organizations to leverage their Oracle investment to extend into the Cloud with greater value, choice and confidence. For over twelve years, millions of end users have used Oracle Managed Cloud Services to increase their productivity and gain competitive advantage. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.
Our customers realize accelerated Value from their Oracle investments by:
Faster utilization of the latest Oracle technologies and innovations through coordination with Oracle Development
Minimizing upgrade costs with systematic and proactive change management
Transforming their business processes while Oracle run Oracle.
The Cloud Services Operations Manager acts as the customer’s IT Manager, and is responsible for working at both a technical and customer level to ensure defined service levels are met.
Key Responsibilities are:
- Performing regular structured reviews of the quality and contractual compliance of service delivery to Cloud service customers, including
o Reviewing performance against SLS (Service Level Standards)
o Reviewing technical operations such as performance, capacity, and configuration.
- Work with Cloud Services delivery teams to:
o Ensure smooth implementations of changes
o Ensure low failure rate during Implementation of Change
o Reduce risk of incidents caused by Changes
o Reduce testing time and cycle
o Reduce requested downtimes
o Ensure better scheduling and usage of internal resources
- Provide General Operational assistance, including:
o Support and Maintenance of Customer Change Management
o Manage remedial actions resulting from technical & SLA (Service Level Agreement) reviews
o Ensuring progression of important tasks
o Provide support to relevant groups during time of Customer Escalation
o Contribute to Global Reporting
o Support Transition Managers to ensure tasks are completed as necessary against key project milestones and the project plan
Minimum of 7 yrs Oracle DBA or Apps DBA experience, either as part of complex implementation projects or post implementation responsibility for production operations.
Extensive experience working directly with customers in an IT services environment.
Proven ability to develop trusted relationships with customers
Experience working in a global, matrix team environment with ability to drive initiatives and influence across organizational and geographic boundaries.
Excellent English written and verbal communication skills.
ITIL training or certification is consider an advantage.
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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor
s and Master
s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle
s core products, applications, and tools.
Job Type: Regular Employee Hire