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Oracle Database Product Support Manager - GoldenGate in Des Moines, Iowa

Job Description

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).

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 166394 in the subject line of the email.

Responsibilities

The Product Support Manager manages a team of Technical Support Engineers, who are the focal point and direct interface to customers providing effective communications, technical and product expertise, and escalation relative to expeditious resolution of customer’s technical and service issues that can impact the image and revenue opportunities for Oracle. Also, promotes customer advocacy utilizing product and industry knowledge along with technical leadership in the areas of customer and Oracle activities, translating issues and opportunities into Oracle preparedness and proactive strategies producing a positive impact.

The team lead by the Product Support Manager is responsible for providing technical support for Oracle Communications Global Business Unit products. Technical support encompasses product troubleshooting for hardware, firmware and software and providing resolution to these issues in a timely manner. Technical support also includes providing consultation and user assistance to Oracle’s customers relating the Communications Global Business Unit products and its application within the user’s network.

Detailed Description

  • Be able to work in a team environment and lead teams where multiple players contribute to problem resolution.

  • Interface between customer and Oracle Engineering teams

  • Participate in Product reviews to ensure necessary support mechanisms are in place.

  • Provide solutions to complex technical problems concerning system design and operating performance.

  • Provide senior level leadership and decision making for problem resolution and team management.

  • Perform 24- hour emergency recovery, escalation handling and postmortem analysis for customer critical issues.

  • Provide technical direction to team members to resolve technical issues.

  • Lead the team to develop, prepare, and execute action plans designed for the resolution of critical service affecting issues.

  • Recommend and execute new procedures to enhance the resolution of system degradation.

  • Handle customer escalations per the processes and best practices to help drive high Customer Satisfaction

  • Lead the team to create technical documents relating to issues or information that is either not corrected and a work-around exists or is not officially documented in user’s manuals.

  • Continually improve all aspects of professional development of the team.

Job Requirements

Experience: 10+ years of Oracle database experience including 3+ years of experience in Support Engineer or Management Roles. Experience with Oracle GoldenGate a plus.

Skills: Requires excellent problem solving and strong analytical skills. Advanced Oracle DBA skills. Good oral and written communications skills. Ability to function under pressure in critical situations. Ability to lead and manage the team of Support Engineers keeping high motivational levels.

Education: BE, BSEE, BSET, or BSCS (MS preferred) or equivalent, plus 10+ years related experience.

Language: (English)

About Us

Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer

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