Senior Operations Manager # Join Ofs

2 weeks ago


مصر, Egypt Oracle Full time

Senior Operations Manager # Join OFS-230000UF

**Applicants are required to read, write, and speak the following languages***: English, Arabic

**Preferred Qualifications**

Oracle Advanced Customer Services Oracle Advanced Customer Services is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.

**Who is Advanced Customer Services?**

First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

Advanced Customer Services is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries Thousands of customers around the globe rely on Advanced Customer Services for high performance and the efficient operation of their most critical business processes on Oracle environments.

For our new Oracle Functional Services OFS organization being built in Egypt location we are looking to hire number of team-members at different seniority levels.

**Service Operations Manager (SOM) - ACS OFS organisation**

The organization is responsible for delivery of Managed Service Engagements in Apps and SaaS platforms. The engagements carry response and resolution Service Level Agreements. As a Service Operations Manager, you are expected to manage an engagement end to end. You will manage a team of resources and be accountable for delivering to the SLA’s

**Role Accountability**:

- Manage customer relationship
- Manage and coordinate activities of Oracle Functional Services team.
- Produce management reports
- Identify and mitigates risks in the delivery of services
- Manage Quality of delivery
- Facilitate tactical execution of defined tasks within the scope of services.
- Facilitate process compliance
- Lead Account Reviews
- Track Project Plans/ Milestones
- Assist in escalation when needed
- Responsible for delivery of SLA
- Responsible for delivery of services
- Build and manage the operations team
- Mentor team and build expertise
- Responsible for quality of delivery & customer satisfaction
- Assist in escalation when needed
- Partner with teams ( internal and customer)
- Participate in Weekly Operational Review meetings
- Participate in change management meetings
- Participate in high severity incident resolution
- Incident prevention and detection oversight

**Qualifications**:

- **Must have skills**
- Oracle Fusion Cloud / ERP Experience - Technical or Functional or Techno Functional
- Minimum 12 years of experience
- Should have worked in a managed services engagement for at least 5 years
- Should have managed engagements for a period of 3-4 years
- Fluent in risk management and delivery management
- Fluent in ITIL
- Fluent in English

**Academics**:

- B.S (Computer Science) or equivalent preferred.
- Other qualifications with adequate experience maybe considered.
- PGDBM/MBA (Financials/Operations/Systems) is a plus

**Detailed Description and Job Requirements**

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.

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

**Job**: Support

**Travel**: Yes, 25 % of the Time

**Location**: EG-Egypt

**Job Type**: Regular Employee Hire

**Organization**: Oracle



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