Manager, Support Engineering (Hospitality and Restaurants)
Oracle London, England, United Kingdom
IT Services and IT Consulting · 10,001+ employees
About the role
Manages a team responsible for resolving service requests and serves as the primary point of escalation for complex customer inquiries. Drives cross-functional collaboration to optimize support processes, analyze KPIs, and implement operational improvements.
What they look for
Requirements
Requires 8 years of experience in customer or technical support, or a degree in a relevant field combined with 2-4 years of experience. Candidates must demonstrate expertise in service delivery, conflict resolution, and technical troubleshooting.
Benefits
Full description
Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the Incident Management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates the escalation of identified issues in products or infrastructure to QA and Development Teams for resolution. Drives collaboration with cross-functional teams on business problems and coordinates support service improvement projects and proactive support initiatives. Partners with next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements moderately complex operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
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