Incident and Customer Service Manager- Oracle Health

As Shift Lead, you will lead a team of System Engineers and System Architects in monitoring and managing production systems during a 12-hour 5/5/4 shift. In addition to tracking KPIs, service tickets, change implementation, and leading incident response calls, you will mentor and guide junior members of the team. We are looking for someone who is a skilled communicator, thrives in a fast-paced, highly collaborative work environment, and is adept at driving large-scale initiatives centered around process improvement.

Responsibilities

Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.

  • Facilitate government client-facing incident calls and lead cross-functional teams toward swift and appropriate resolutions
  • Communicate effectively and professionally orally and in writing
  • Delegate work appropriately, provide clear expectations, and follow up to ensure progress
  • Seek to understand disagreements, ensure all perspectives are heard, and facilitate a plan for resolution
  • Identify associates and team priorities based on business direction and adjust when needed
  • Lead by example, sharing knowledge and experiences with associates and team.
  • Create a respectful work environment where you advocate for your team, create accountability, and recognize accomplishments
  • Identify the right talent toachieve the desired results. Promote and build a diverse and cohesive team to accomplish objectives and align associates’ skills to fill gaps

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. Bachelors degree as well as at least 3 years Client Relations experience or appropriate related experience at Oracle. In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.


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