Technical Director

3 days ago

Lansing, Michigan, United States Oracle Full time
Job Description

We are seeking an experienced and highly skilled Technical Director - Application Architect to join our elite team at Oracle. The ideal candidate will have at least 15 years of industry experience, with a strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.

Key Responsibilities:
  • Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
  • Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
  • Apply in-depth knowledge in at least one Oracle Fusion SaaS product area (e.g., Financials, HCM, SCM, CX) to address and resolve customer problems.
  • Identify and implement process improvements to enhance customer support and satisfaction.
  • Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
  • Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
  • Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
  • Maintain detailed records of customer interactions, issue resolutions, and process improvements.
  • Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
  • Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.
Requirements:
  • Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
  • Proficiency in at least one area of Oracle Fusion SaaS (e.g., Financials, HCM, SCM, CX).
  • Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.
  • Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.
  • Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.
  • Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
  • Experience in managing projects and initiatives aimed at improving customer support and satisfaction.
  • Solid understanding of Oracle Fusion architecture, integration, and best practices.
  • Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.
Education:

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.

Work Environment:

This position may require occasional travel to customer sites. Flexibility to work outside regular business hours to address urgent customer issues may be required.

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