Escalation and Incident Manager

As an Escalation and Incident Manager on Duty you will have a primary role in the Escalation and Incident process globally and deliver best-in-class service to our customers. You will act as a bridge between our customers and internal teams/stakeholders, advocating for customer priorities and ensuring their requests are driven to resolution towards their satisfaction. You will be required to work closely with technical teams, application, infrastructure teams and internal stakeholders to achieve resolution of the reported problems.
The ideal candidate would be comfortable to handle multiple tasks and deliver against tight deadlines while maintaining a high level of quality and increased customer satisfaction. The right candidate would be comfortable handling critical escalations and incidents and problems, manage the customer experience and show end-to-end ownership of issues until resolution.
Deliver first-class Service to Oracle customers
- management of escalations for our global customers (logging, assignment, progression and communication internally and to customer)
- availability over the support lines for escalation calls
- management of incidents for on-premise and hosted customers
- increase visibility and awareness of Incidents across the various lines of business
- effectively communicate with all stakeholders; both internal and external participants, throughout the duration of the incident or escalation
- engage and collaborate with technical teams to drive resolution of incidents and escalations
- deliver a consistent and professional Incident & Problem and Escalation Management process Globally
- proactively review to prevent recurrence of issues
- deliver daily reporting to management and internal stakeholders
- provide software and systems technical support for Oracle products: OPERA V5, OPERA Cloud, Symphony & other products
- provide guidance and resolution for a wide range of technical and non-technical customer requests including, but not limited to: product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.
- Contribute to process/service improvement and innovation
- Contribute to knowledge sharing
Skills & Experience
Past experience of technical support, service desk operations (incident, escalation management) or hospitality sector
Advanced level of English
1-2 years experience in hospitality or technical support sector are desirable
Excellent communication skills and impeccable phone etiquette;
Customer focused – has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
Excellent analytical troubleshooting skills and ability to own problems through to resolution
Teamwork – candidates will need to be strong team players, who support their colleagues and share their skills.
Good interpersonal, work flow management and communications skills.
Strong time management and prioritization skills as well as ability to under pressure and tight deadlines
Ability to work independently and manage one’s time
Mindset oriented towards improvement and innovation
Duties and tasks are varied and complex; independent judgment needed.
Willingness to learn is essential as extensive on-the-job training is provided
Willingness to use also self-learning tools and online documentation for self-learning
Availability to work in shifts, during weekends and holidays 24 X 7 X 365
Would be an advantage any of:
- ITIL certificate of relevant experience
- OCI/CCNA or networks knowledge
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.
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.