上海招聘

Department Description The Exadata Customer Incident Manager (CIM) team is designed to supplement and enhance Premier Support service delivered to Exadata customers. We are a Global team. CIMs provide "high-touch" support to new and existing Exadata customers to ensure a smooth support experience. This is accomplished by serving as the primary non-technical contact for all customer issues, training customers in the effective use of Oracle support, managing the delivery of essential services and assessments, meeting regularly with customers, sales and support account teams to determine high-priority customer issues, communicating those issues to customer, support and development management and coordinating the resolution of those issues by bringing the proper Oracle resources to bear.

Job Requirements
Preferred Qualifications:
Minimum of 5 years customer support working experience with Core pr! oducts or Applications products
·Bachelor degree in Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
·Language Skills: Japanese and English. A bonus would be if the candidate spoke English, Japanese and Mandarin.

Additional Details for more insight into CIM Job Role and requirements:

Examples of Duties:
1.Perform initial customer orientation to Oracle support for new Exadata customers through education on working effectively with support, best practices and patching approach and practices.
2.Meet regularly with customers for SR review and prioritization. Ensure that SRs and bugs are resolved by the customer's needed date.
3.Serve as a customer advocate.
! 4.Serve as the primary management contact for escalation or situation management of critical customer issues. This sometimes includes possible evening and weekend work as the situation requires.
5.Cover the Exadata Duty Manager role
6.Represent Oracle and customer interests, using experience and judgment to meet customer objectives and milestones.
7.Communicate status and plans to all levels of Oracle and customer management.
8.Converse knowledgably with the customer on technical product issues.
9.Promote the technical and professional development of others

Knowledge & Skills
Technical:
1.Ability to stay current with product release levels and possess a basic knowledge of the Exadata product features including Oracle Database, ASM, operating system, Exadata Storage Server, hardware.
2.Understanding of Oracle support and development processes, e.g., SR and bug workflow, the patch delivery process, etc.
3.Strong knowled! ge of business application processes and a solid understanding of relational database technology, operating systems, or hardware.

Professional:
1.Excellent verbal and written communication skills.
2.Strong initiative
3.Good judgment in seeking and providing advice and counsel, independent of direct management oversight.
4.Ability to handle stressful situations effectively.
5.Ability to be a work with in a global team
6.Demonstrated ability to effectively coordinate resolution efforts for escalated issues.
7.Understanding the business impacts of critical situations.
8.Demonstrated ability to effectively communicate at the technical and business management level.
9.Ability to mentor analysts in the area of handling sensitive accounts or addressing difficult situations
Pls send your english and japanese resume to ling.sun@oracle.com (Ms Selina Sun).

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