北京招聘

Working Location: 北京市海淀区中关村软件园24号楼 甲骨文大厦
Department Description:
As a member of the Technology Service Center (TSC) Management Team in Global Systems Support, you are responsible for efficient and quick resolution of customer technical issues with your assigned products and associated technologies, providing both reactive support through incident management, and proactive support through the creation and reuse of knowledge assets. You will build, develop, coach, mentor and retain a team of engineers delivering reactive and proactive support to Oracle's customers and have direct responsibility for the operational performance of your team. Day to day interactions will include your global peers within the TSC team, the wider Systems Support organization, customers and key, cross-functional stakeholder groups such as Product Engineering.

Additional Details:
As a first level, x86 server TSC Manager, you will be responsible for optimizing customer satisfaction and operational efficiency associated with resolution of problems related to x86 server products. In particular, you will:

?Manage a team of post-sales x86 engineers, including recruitment, career development, performance and retention. Team is comprised of several smaller teams of language specialists.
?Plan appropriate engineer resourcing and coverage to meet operational requirements and service level agreements relating to incoming case volume and backlog.
?Assess impact of new x86 technologies to ensure that engineers are support ready.
?Ensure x86 operational targets and service level agreements are met, and that customer satisfaction goals are attained.
?Identify best practices and root cause for negative performance, and drive learnings into continuous improvement of your team.
?Ensure prompt and complete implementation of Corporate programs and processes.
?Drive technical escalation and situation management.
?Act as an interface with Support, Sales and Professional Services organizations to ensure proper support delivery is available for customer needs.
?Communicate confidently, efficiently and with authority.
?Demonstrate strong collaboration across Oracle stakeholder teams such as the Global TSC, Field Service Delivery, Dispatch, Sustaining Engineering, Product Quality and Product Development.
?Have good change management skills and lead your team and peers through the change process.
?Display and maintain high level of professional behavior at all times.
?Acquire and demonstrate a holistic view of the x86 business at Oracle.

Qualifications:
?Demonstrated results in encouraging new and better ways of operating, showing appropriate support for change, driving key change initiatives.
?Proven experience as a self-starter, identifying and utilizing ways to increase knowledge and skills.
?Skilled at instilling a sense of common purpose, joint mission, and mutual accountability to create and support an effective team environment.
?Experienced problem solver. Is creative in problem solving approaches; improvises and offers alternative scenarios and approaches
?Strong customer service orientation.
?Demonstrates balanced judgment and decisiveness in complex, and ambiguous situations. Considers available facts, constraints, and probable consequences in order to plan, anticipate problems, consequences and impact of decisions.
?Able to bring resources together globally to accomplish organizational goals.
?Creates a culture of high performance, where coaching and feedback about performance standards are the norm.
?Makes sure that strategies, systems, and processes are in place to enable the selection, development, and retention of top talent.
?Fosters a spirit of tenacity, energy, and drive within the organization. Creates an environment that supports individual as well as organizational learning and adaptability. Champions and models continuous self-improvement and accomplishments.

Knowledge and Experience:
?Oral and written fluency in English and Mandarin.
?B.S. degree or technical equivalent.
?5 or more years of IT Support Services experience, including 1 or more years in a manager role (preferably with a remote support organization).

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn