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.

Supervises a team of analysts to manage the operational performance goals. Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Responsible for ensuring the team delivers functional and technical solutions to customers. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Applies Oracle methodology, company procedures, and leading practices. Provides coaching, guidance and feedback to develop skills of team members and take corrective actions to address poor performers. Performs administrative duties such as approving timesheets and expenses.

Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. Maintains orderly work processes by coordinating work flow and work quality. Uses individual knowledge and skills to develop team members. Resolves problems through immediate actions or short-term planning. Prior management experience in support environment is a plus. BA or BS degree preferred.

As a Team Lead at San Juan Regional Medical Center, you will manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance. In this role, you will direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance; monitor production support ticket queues; and manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You will work with the team in their day-to-day support tasks while watching for issue trends and assist with advanced troubleshooting and technical support escalations. You will help coordinate with business units and the team on project-related work. You will analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity; identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations; and plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team. You will also communicate policies, practices and procedures within the immediate area of responsibility to stakeholders within the team; identify and plan team-level quality and process improvement initiatives; and deliver consistent and timely training, guidance and feedback to encourage associate success. Finally, you will provide input on staffing and performance decisions for direct reports and supervise a team associates. Apply today to learn more!

Basic Qualifications

• At least 5 years total combined related work experience and completed higher education, including:

  • At least 1 year customer service, call center, hospitality and/or technical support work experience

  • At least 4 years additional work experience directly related to the duties of the job and/or completed higher education

Preferred Qualifications

• At least 1 year people management, matrix management, project management or other indirect leadership work experience

• Bachelor's degree or equivalent relevant work experience

Expectations

• Perform other responsibilities as assigned

• Willing to work additional or irregular hours as needed and allowed by local regulations

• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position