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1399 Oracle Jobs
Service Manager - Incident Management
6-10 years
₹ 12.65 - 12.2L/yr (AmbitionBox estimate)
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Service Manager - Incident Management
Oracle
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Act as first customer point of contact and observe the response SLOs
- Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
- Capture and collect customer concerns, issues and impact
- Provide customer service and incident management support, as per Service Desk delivery standards
- Act as an escalation point for critical issues, following Oracle best practices
- Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
- Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
- Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
- Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
- Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
- Confirm incidents closure to customer satisfaction and contribute to post-incident reviews
- Ensure traceability of results by using reporting tools to accurately capture delivery
- Prepare the deliverables required and send them on the agreed schedule and frequency
- Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Incident Manager roles with real interview advice
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What people at Oracle are saying
Rating based on 1 Incident Manager
review
Anonymous · IT & Information Security
in Hyderabad / Secunderabad
Good managers and work life balance
- Salary - Good
Nothing much to dislike
Incident Manager salary at Oracle
What Oracle employees are saying about work life
Oracle Benefits
Career development and internal mobility Health and well-being Financial security Benefits that suit your lifestyle 
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