Client Operations Manager Dedicated Region Cloud at Customer DRCC - Oracle

Client Operations Manager Dedicated Region Cloud at Customer (DRCC) Applicants are required to read write and speak the following languages English Arabic

Preferred Qualifications

Client Operations Manager Dedicated Region Cloud at Customer (DRCC)
DCO have an opportunity for a Client Operations Manager who will be responsible for a wide variety of engagements supporting our Dedicated Region Cloud at Customer (DRCC) deployments This is an exciting new role required to meet the high growth forecasts for this highly strategic product You will have the autonomy to be creative and to ensure we are able to deliver a consistent world class service to Oracles DRCC customers
If you are ready to drive great customer outcomes and accelerate the growth of our business efficiently come and join the Data Centre Operations organisation You should be highly motivated selfdriven and have a great combination of service management technical and support skills whilst being focused on continual improvement You should enjoy working in a fastpaced global team with variety of seniority levels to support our objective of enhancing the capabilities and effectiveness of our key functions and projects

Please note that there may be a requirement for the successful candidate to travel to multiple customer locations in order to support builds and ongoing operational activity

Roles and Responsibilities

• From a Data Centre Site Operations perspective manage a select customer or group of customers spanning across the globe

• Collaborate with cross functional teams representing and managing Data Centre Operations to ensure key issues are being addressed through to resolution effectively for a select group of enterprise customers

• Create reporting based on KPIs and share with leadership for key customers

• Ensure all compliance reporting requirements are met successfully for DRCC customers

• Monitor metrics and drive continuous improvement efforts across DRCC to achieve KPIs and objectives

• Provide swift response to operational issues and own through to resolution where required by working in a matrixed style to achieve resolutions which surpass customer expectations

• Innovate and implement strategic improvements to minimise costs and reduce risks/downtime for DRCC customers

• Provide support and direction for New Region Build and expansion activities (both onsite and remote) whilst delivering worldclass standards

• Implement/Contribute towards Global Automation Solutions for DRCC Operational run activities

• Triage Operational issues and take appropriate actions to support engineering teams through to resolution

• Communicate with senior leadership to advise influence and determine strategic business needs

• Ensure best in class Oracle standards are followed by staff vendors and contractors

• Ensure Global Data Centre teams manage incidents problems and changes to the service efficiently and effectively following established documented processes

• Engages globally with internal and external groups at all levels to address support issues affecting Data Centre Operations

• Setting expectations and monitoring across Data Centre Operations globally quality assure process execution and proactively address concerns with remote team leads

• Work on operational standardization of steady state DRCC customers globally

Ideal Candidate

• Highly serviceoriented customer facing reliable responsible selfmotivated and enthusiastic

• Excellent communication skills and ability to interact professionally with a diverse group of customers and staff

• Able to work productively in crossfunctional teams or resourcefully and independently as an individual

• Demonstrated examples of process improvement execution leading to high customer satisfaction

• Track record of delivering continual improvement in a Data Centre Operations environment

• Experienced in overseeing operational Data Centre projects and activities to ensure they are delivered to meet requirements

• Displays leadership qualities mentoring together with excellent verbal and written communication abilities Ability to use critical thinking when making decisions in day to day operations

• Experience in and ability to communicate to executive levels

• Outstanding organizational skills ability to prioritize effectively and has experience with technical project management

• Experienced with Lean Methodologies (Six Sigma for example)

• Multilingual is a plus but not essential

Basic Qualifications /Experience

• Strong background with IT Service Management disciplines (Problem Management Change Management Incident Management Knowledge Management)

• Proven Experience in Data Centre Operations/Technical Support/Engineering

• Knowledge of Data Centre Infrastructure (Power Cooling UPS Structured Cabling Connectivity etc)

• Strong knowledge of OCI and Cloud Computing Concepts

• Experienced in supporting large Enterprise customers in mission critical IT/Data Centre Operations environment (Server Storage Network and Applications equating to service uptime)

• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems

• Experience of ITIL

At Oracle we believe in treating each employee and applicant for employment fairly and with dignity We base our employment decisions on merit experience and potential without regard to race colour national origin sex marital status sexual orientation gender identity age religion disability or any other characteristic prohibited by local lawAt Oracle we dont just respect differences we celebrate them! We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds perspectives and abilities Thats why were committed to creating a workplace where all kinds of people can do their best work whether thats through inclusive benefits equal pay employee resource groups and moreOracle is committed to being an inclusive employer We are happy to consider flexible working arrangements and please talk to us even if you dont tick every box!For individuals with disabilities who would like to request an accommodation or any other assistance please let the recruiting team know and they will support you with the necessary actions throughout the interview process

As part of Oracles employment process candidates will be required to successfully complete a preemployment screening process This will involve identity and employment verification professional references education verification and professional qualifications and memberships (if applicable)

At Oracle we believe in treating each employee and applicant for employment fairly and with dignity We base our employment decisions on merit experience and potential without regard to race colour national origin sex marital status sexual orientation gender identity age religion disability or any other characteristic prohibited by local law

At Oracle we dont just respect differences we celebrate them! We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds perspectives and abilities Thats why were committed to creating a workplace where all kinds of people can do their best work whether thats through inclusive benefits equal pay employee resource groups and more

Oracle is committed to being an inclusive employer We are happy to consider flexible working arrangements and please talk to us even if you dont tick every box!

For individuals with disabilities who would like to request an accommodation or any other assistance please let the recruiting team know and they will support you with the necessary actions throughout the interview process

Detailed Description and Job Requirements To develop and manage the Oracle Support relationship with a designated large account or small number of medium accounts throughout the engagement and to maximize the customers use of Support Services drive high degree of satisfaction and referenceability and to protect and enhance Support revenue streams

Represent the customer as a single point of contact within Oracle Manage the contract or delivery engagement as defined by Oracle Service Support (OSS) Develop and maintain relationships with senior management across lines of business and third parties Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints Advise the account on the effective and efficient way to use Oracle support services and products tools systems interfaces and procedures Assure and improve the quality of the service and maintain accurate account information Assist in the renewal of Support contracts and contribute to presales activities Communicate opportunities for customers to engage with Oracle such as technical events and business seminars

Job duties are varied and complex utilizing independent judgment May have project lead role

As part of Oracles employment process candidates will be required to successfully complete a preemployment screening process This will involve identity and employment verification professional references education verification and professional qualifications and memberships (if applicable)