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.

Job duties are varied and complex utilizing independent judgment. May have project lead role.

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 Region Cloud at Customer (DRCC)
DCO have an opportunity for a Client Operations Manager who will be responsible for a wide variety of engagements, supporting our Dedicated Region Cloud at Customer (DRCC) deployments. This is an exciting new role required to meet the high growth forecasts for this highly strategic product. You will have the autonomy to be creative and to ensure we are able to deliver a consistent, world class service to Oracles\xe2\x80\x99 DRCC customers.
If you are ready to drive great customer outcomes and accelerate the growth of our business efficiently, come and join the Data Centre Operations organisation. You should be highly motivated, self-driven and have a great combination of service management, technical and support skills, whilst being focused on continual improvement. You should enjoy working in a fast-paced, global team with variety of 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 successful candidate to travel to multiple customer locations in order to support builds and ongoing operational activity.

Roles and Responsibilities

\xc2\xb7 From a Data Centre Site Operations perspective, manage a select customer or group of customers, spanning across the globe.

\xc2\xb7 Collaborate 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.

\xc2\xb7 Create reporting based on KPI\xe2\x80\x99s and share with leadership for key customers.

\xc2\xb7 Ensure all compliance reporting requirements are met successfully for DRCC customers.

\xc2\xb7 Monitor metrics and drive continuous improvement efforts across DRCC to achieve KPIs and objectives.

\xc2\xb7 Provide swift response to operational issues and own through to resolution where required, by working in a matrixed style to achieve resolutions which surpass customer expectations.

\xc2\xb7 Innovate and implement strategic improvements to minimise costs and reduce risks/downtime for DRCC customers.

\xc2\xb7 Provide support and direction for New Region Build and expansion activities (both onsite and remote) whilst delivering world-class standards.

\xc2\xb7 Implement/Contribute towards Global Automation Solutions for DRCC Operational run activities.

\xc2\xb7 Triage Operational issues and take appropriate actions to support engineering teams through to resolution.

\xc2\xb7 Communicate with senior leadership to advise, influence and determine strategic business needs.

\xc2\xb7 Ensure best in class Oracle standards are followed by staff, vendors and contractors.

\xc2\xb7 Ensure Global Data Centre teams manage incidents, problems and changes to the service efficiently and effectively following established, documented processes.

\xc2\xb7 Engages globally with internal and external groups at all levels to address support issues affecting Data Centre Operations.

\xc2\xb7 Setting expectations and monitoring across Data Centre Operations globally, quality assure process execution and proactively address concerns with remote team leads.

\xc2\xb7 Work on operational standardization of steady state DRCC customers globally.

Ideal Candidate

\xc2\xb7 Highly service-oriented, customer facing, reliable, responsible, self-motivated, and enthusiastic.

\xc2\xb7 Excellent communication skills and ability to interact professionally with a diverse group of customers and staff.

\xc2\xb7 Able to work productively in cross-functional teams or resourcefully and independently as an individual.

\xc2\xb7 Demonstrated examples of process improvement execution leading to high customer satisfaction

\xc2\xb7 Track record of delivering continual improvement in a Data Centre Operations environment.

\xc2\xb7 Experienced in overseeing operational Data Centre projects and activities to ensure they are delivered to meet requirements.

\xc2\xb7 Displays leadership qualities, mentoring, together with excellent verbal and written communication abilities. Ability to use critical thinking when making decisions in day to day operations.

\xc2\xb7 Experience in and ability to communicate to executive levels.

\xc2\xb7 Outstanding organizational skills, ability to prioritize effectively, and has experience with technical project management.

\xc2\xb7 Experienced with Lean Methodologies (Six Sigma for example)

\xc2\xb7 Multilingual is a plus but not essential.

Basic Qualifications /Experience

\xc2\xb7 Strong background with IT Service Management disciplines (Problem Management, Change Management, Incident Management, Knowledge Management)

\xc2\xb7 Proven Experience in Data Centre Operations/Technical Support/Engineering

\xc2\xb7 Knowledge of Data Centre Infrastructure (Power, Cooling, UPS, Structured Cabling, Connectivity etc)

\xc2\xb7 Strong knowledge of OCI and Cloud Computing Concepts.

\xc2\xb7 Experienced in supporting large Enterprise customers in mission critical IT/Data Centre Operations environment (Server, Storage, Network and Applications equating to service uptime)

\xc2\xb7 Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.

\xc2\xb7 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.

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).

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