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