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Oracle CX Application Support Manager
TechnePlus
posted 17d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Key Responsibilities:
- Manage and oversee day-to-day operations of Oracle CX application support, ensuring timely resolution of incidents and requests.
- Act as the primary point of contact for Oracle CX application-related issues and escalations.
- Utilize ServiceNow to manage ticket lifecycle, track SLA compliance, and generate performance reports.
- Coordinate with business stakeholders to understand application issues, gather requirements, and implement solutions.
- Lead and mentor the support team, providing guidance on best practices and troubleshooting techniques.
- Collaborate with Oracle and third-party vendors for advanced issue resolution and system upgrades.
- Proactively identify opportunities for process improvements, system enhancements, and automation in Oracle CX applications.
- Ensure compliance with organizational standards and security protocols in all support activities.
- Provide regular updates and reports to senior management on application performance, issue trends, and team efficiency.
Required Qualifications:
- Bachelordegree in Computer Science, Information Technology, or a related field.
- Minimum of 6 years of experience in Oracle CX application support, with at least 2 years in a managerial role.
- Hands-on experience with ServiceNow or similar ticketing tools for incident and problem management.
- Strong knowledge of Oracle CX modules, such as Sales Cloud, Service Cloud, Marketing Cloud, or CPQ.
- Proven experience in troubleshooting, performance tuning, and application monitoring.
- Excellent leadership, communication, and stakeholder management skills.
- Bachelordegree in Computer Science, Information Technology, or a related field.
Employment Type: Full Time, Permanent
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