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294 Oracle Jobs in Chennai

Service Manager - Incident Management

6-10 years

₹ 12.65 - 12.2L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Service Manager - Incident Management

Oracle

posted 3d ago

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
Requirements
- University Degree
- English proficiency is a must (both written and spoken production)
- Customer service/support background in IT environment preferred
- Previous Incident Management / Escalation Management experience
- Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus
Skills and Competencies
- Self-driven, unwavering and committed to growth
- Strong communication and persuasion skills
- Customer, process and results oriented
- Analytical and organized
- Able to maintain sustained focus and deliver prompt response to incidents
- Resourceful and creative, capable to adapt and find the best approach for any situation
- Able to work both within a multicultural team, as well as independently
- Excellent collaboration skills and team work attitude
- Demonstrate attention to details and perseverance
- Committed to delivering value and high performance

Employment Type: Full Time, Permanent

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What people at Oracle are saying

5.0
 Rating based on 1 Incident Manager review

Likes

Good managers and work life balance

  • Salary - Good
  • +6 more
Dislikes

Nothing much to dislike

Read 1 Incident Manager review

Incident Manager salary at Oracle

reported by 10 employees with 6-11 years exp.
Lock Unlock
₹7.4 L/yr - ₹18 L/yr
64% more than the average Incident Manager Salary in India
View more details

What Oracle employees are saying about work life

based on 5.3k employees
80%
89%
78%
73%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Oracle Benefits

Submitted by Company
Career development and internal mobility
Health and well-being
Financial security
Benefits that suit your lifestyle
Submitted by Employees
Work From Home
Cafeteria
Gymnasium
Health Insurance
Free Transport
Team Outings +6 more
View more benefits

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