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Job DescriptionAs part of (ASE), the Enterprise Performance Management Cloud Service Excellence Team is expanding to support our rapidly increasing customer base and reimagine the customer experience as we deliver a delightful customer experience across the portfolio and guide our customers on their successful cloud journey. Our team partners closely with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees, and the organization overall. If you are excited by the notion of being able to shape our collective future, then this is the place to be.POSITION OVERVIEWAre you interested in leading a dynamic and fast paced technical support team, working with Oracle's latest Enterprise Performance Management’s Planning, Budgeting and Forecasting-related processes, Financial Close and Consolidation process in the Cloud? We are expanding and growing to support our rapidly increasing worldwide customer base and this is a unique opportunity to be part of Oracle's EPM Cloud support management team.You will be responsible for leading a team of Application Support Engineers (Level 1, 2, 3 etc), whose focus is to provide technical and functional support to our customers worldwide during Implementation and post-production and ultimately drive complete resolution of each service incident. These engineers are typically involved in technical and functional troubleshooting, both independently and in collaboration with Product Development and Cloud Operations and Infrastructure teams, often ending in resolving complex issues related to application setup, configuration, design issues, defects and infrastructure. You will also be involved in leading key initiatives that help improve support experience for customers and drive product improvement based on the Service Requests logged by our customers.This is a great time to join the EPM Service Excellence Team, as EPM is positioned as a Leader in both the Magic Quadrant for Financial Close and Consolidation Solution as well as the Magic Quadrant for Financial Planning Software. This dual recognition validates our laser-focus on customer success and innovation strategy, especially in technologies such as AI/ML, data science, and predictive analytics, and a great opportunity to be a part of this continued journey.EDUCATION, EXPERIENCE & SKILLS
B.S (Finance, Accounting, Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.
Previous (direct) people management experience, particularly in fast paced, Application support environment preferred
Past experience in functional EPM and ERP Applications and/or cloud support services preferred.
Functional skills in Planning and Budgeting, Financial Consolidation and Close applications, and/or ERP skills with experience in financial applications like Payables, Receivables, General Ledger with knowledge of key business flows like Procure to Pay, Order to Cash, or Record to Report.
Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written.
Well developed listening skills with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause
Exceptional management & team building skills, capable of managing several high-level priorities simultaneously without reducing quality
Self driven, motivated, Pro-active, well organized and a thorough planner
Highly skilled at problem-solving & highly developed analytical skills
Proven situation-management, Escalation management & customer management skills
Career Level - M4ResponsibilitiesThis Support Director Position will be based in our Santa Clara, CA or Redwood Shores, CA locations, and will be directly responsible to recruit, train, coach, appraise, manage performance, and retain, best and the brightest software support professionals within Oracle EPM Cloud.You will be responsible for one or more functional areas within Oracle EPM Cloud & work closely with other Cloud support managers in the US, India and Romania, to manage a flawless service delivery, to our global clientele.You will work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Application.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 onlyUS: Hiring Range: from $109,100 to $223,500 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:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
11 paid holidays
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.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
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 UsAs 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 +1 888 404 2494, 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
