Oracle
Product Support Supervisor
Job Description
We are excited to hire a Team Lead, Client Support, at Oracle Cerner. As Team Lead, Client Support, you will be responsible to direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will monitor production support ticket queues. You will manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You will analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team. You will communicate policies, practices and procedures within immediate area of responsibility to stakeholders within the team. You will identify and plan team-level quality and process improvement initiatives
Deliver consistent and timely training, guidance and feedback to encourage associate success. You will provide input on staffing and performance decisions for direct reports. You will supervise a team associates.
The candidates need to be willing to work on on-call support and open to work in different shifts.
Career Level - M1
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