Product Support Snr Manager

Job Description

Building off our Cloud momentum, Oracle has formed a new organization - Oracle Health Applications & Infrastructure. This team focuses on product development and product strategy for Oracle Health, while building out a complete platform supporting modernized, automated healthcare. This is a net new line of business, constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world class engineering center with the focus on excellence. At Oracle Health, our mission is to improve healthcare and quality of life globally through better experience and easier access to health and research data for patients and healthcare providers.

Work with a world class team to support cutting edge Oracle technology. As a member of the Oracle Health Applications & Instructure Support organization, your focus as a Senior Support Manager is to assist in developing short, medium, and long-term plans to achieve strategic objectives. 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.

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. In addition, previous technical or professional experience in addition to experience in a management or other leadership role (preferably in a support environment).

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field

• U.S. Citizenship on U.S. soil is required. This position requires you to be eligible to receive a federal security clearance which requires you to be a U.S. Citizen

• Previous experience within IT Support and held management role prior

• Ability to work Central Time Zone business hours and be available for after-hours support as needed

• Strong technical IT skills and experience managing/maintaining/supporting applications and end users in an enterprise environment

• Strong leadership and management skills

• Excellent communication skills, both verbal and written

• Ability to work under pressure and prioritize tasks/projects in a fast-paced environment

• Consistently thinks with problem management mindset to drive solution and process efficiencies for their product and business areas

Career Level - M3

Responsibilities

• Lead Tier 3 technical support associates, including hiring, onboarding, training, and supervising staff

• Lead departmental relationships throughout the support organization regarding current as well as upcoming priorities

• Assist and run inter-team relationships throughout the support environment.

• Engage actively with subject matter experts and clients to address high-priority and escalated issues

• Responsible for a backlog of service requests across one or multiple teams and respond promptly to reduce backlogs as needed

• Develop and maintain IT policies and procedures

• Ensure compliance with HIPAA regulations and other relevant laws and regulations

• Provide regular reports to senior leadership on the performance of the support teams as well as updates/resolutions to critical system interruptions as needed.

Disclaimer

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $115,700 to $189,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +~~~, option one.

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**