Triage Incident Manager – PBOP

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**Triage Incident Manager – PBOP**

**Preferred Qualifications**



Triage Incident Manager (TIM) is an experienced professional with

proven client management skills,

significant ITIL and Incident Management process skills and proven

capability to build effective

relationships into the customer’s management and across Oracle lines of

business. They are responsible for managing the incident process from

initial triage through route cause and problem process. The delivery and

scope of contracts

and services into designated account; ensuring quality, customer


and referenceability. The role is responsible for protecting and


Support revenue streams into these designated accounts.


* Work

across all Oracle lines of business to ensure seamless delivery of services to

the customer.

* Manage

the customer / delivery engagement to the customer as defined by Oracle Support

Services line management.

* Assist

other roles / business groups in the development and maintenance of the

customers support account plan.

* Create

and maintain the customer deliverables like, Service Level Reports, Incident and Problem Reviews etc.

* Backup the Service Delivery Manager to manage

the delivery of customer engagements – as required

* Manage

delivery communications with the customer including incident management, planning, change

management, and satisfaction.

* Advise

on, and drive the change of, Oracle Support engagement practices in the

account, such as systems, tools and interfaces.

* Act

as Situation Manager for both technical and business focused issues, including

proactive escalation as appropriate related to the delivery of services to the


* Understand

the customers’ business objectives, requirements and environment, and ensure

Oracle Support Services takes these into account when servicing the customer.

* Provide

proactive communication regarding the customers business and technology and

requirements to Oracle staff and regarding Oracle capabilities to customer


* Assist

in renewal of Support contracts and contribute to pre-sales activities.

* Identify

additional opportunities for customers to engage with all Oracle lines of

business, such as technical events and business seminars.

* Provide

a leadership role for the delivery team for ACS services into the customer



* Manage

the delivery of ACS services within the terms of the contract.

* Deliver

the service in accordance with documented ACS service delivery procedures.

* Provide

regular, formal value-oriented reviews of service achievements and status.

* Provide

feedback to the customer on the performance of its organization and potential


* Identify

incremental opportunities to assist the customer in achieving its business


* Establish

and maintain the referenceability of the account with other Oracle lines of


* Manage

any service delivery escalations that may arise, and coordinate the resolution

of escalated or other high priority customer issues.

* Provide

regular progress reviews and share information, methodologies, and good

practice to the account(s) and the relevant Oracle lines of business.

* Ability

to manage time and work flow to meet service delivery requirements.

* Accountable

for customer satisfaction with Oracle Advanced Customer Services

* Support

the sales teams on developing new opportunities and renewing existing ones

**Work Breakdown**

Your time is expected to be allocated

* 60%

Incident / Problem Management – Managing customers needs and the

delivery of agreed services

* 30%

Service Reporting – Prepare and present customer reports as needed

* 10%

Business Development – Interact with customer management and turn over leads

for additional sales and services to Sales and Practice Managers


**_Knowledge and Skills:_**

* A

Bachelor’s degree in Computing Science, Commerce, or equivalent.

*** Understanding of service

delivery best practice (eg, ITIL, COBIT).

* Deep understanding

of Incident and Problem Management methodologies certification or

extensive experience across global and diverse organizations.

*** Experience working in matrix

management environments.

*** Demonstrated experience with

Enterprise-level package solutions or the use of technology in a business


* Understanding

of various technical architectures and operating systems

* Strong

verbal and written communication skills, especially “face-to-face”

experience at middle or executive levels

*** Strong influencing and

negotiating skills.

* Strong independent decision making skills

* Experience

in Software and / or professional services Industry.

* 5

year’s customer-facing internal/external consultative experience.

* Leadership

in ensuring customer success.

**Detailed Description and Job Requirements**

This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.

This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle’s support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.

**Job:** Support

**Location:** AU-AU,Australia-Melbourne

**Job Type:** Regular Employee Hire

**Organization:** Oracle