Product Support Manager (Fusion)

Nivel cariera

Senior (5-10 ani), Executive (>10 ani)

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engleză

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Within Oracle Fusion Application Technology we deliver technical support, collaborating between functional and middleware solutions, to leading companies worldwide for improved business performance. We look to attract, hire, and retain the best talent in the industry to realize the vision of making our innovative and comprehensive Fusion Application solution world cla

Department Description:
The FAST Tech team is expanding to support our rapidly increasing SaaS customer base. The team partners with Fusion Application/Middleware Development and Support in resolving technical issues for both on-premise and cloud customers. It is a unique opportunity to be part of the future of Oracle Products/Support and help shape the organization to benefit our customers, employees and overall organization. If you are excited by the notion of being able to define a group embracing Oracle’s cloud initiative, this is the place to


Position Overview:
Position is for a Manager/Senior 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 caseThe 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.

Education & Experience: 

  • (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.
  • Functional/Technical Knowledge & Skills: 
  • Previous people management experience, particularly in fast paced, application support environment
  • Ability to communicate and collaborate across all levels of the organization, both verbally and in writing
  • Past experience in functional, Oracle technology and/or cloud support services
  • Technical skills in areas such as:  middleware technology (WLS, SOA, ADF, IDE, Java, XML, SQL) and/or Oracle applications
  • Demonstrated knowledge in use of Business Intelligence tools and customization (analytic exposure . Oracle Discoverer, Siebel, or Hyperion)