CSS Incident Manager – AMERICAS Service Desk
Oracle
CSS Incident Manager – AMERICAS Service Desk
Job Description
Overview
Join Oracle's Global Service Desk in the Customer Success Services organization, delivering high-standard incident and escalation management for Oracle Cloud customers. This remote, non-technical role supports AMERICAS day shifts with weekend rotation, ensuring exceptional service for Oracle Cloud Infrastructure, Database Services, and connected solutions. Enhance customer experience through effective service management across the Americas region.
Responsibilities
- Manage and triage incidents for Oracle Cloud Success Services customers in the Americas.
- Coordinate escalations to ensure timely resolution and minimal downtime.
- Monitor service desk queues and prioritize tickets based on severity and impact.
- Provide proactive communication updates to customers during incident lifecycle.
- Collaborate with global teams for seamless handoffs during shift rotations.
- Track and report on incident metrics to drive service improvements.
- Ensure adherence to SLAs and service level objectives.
- Participate in weekend rotations to maintain 24/7 coverage.
Qualifications
- 3+ years in service desk, incident management, or IT support roles.
- Experience in customer-facing service environments, preferably cloud services.
- Strong organizational and multitasking skills for high-volume incident handling.
- Excellent English communication skills, both written and verbal.
- Availability for AMERICAS shifts with weekend rotation.
- Proficiency in service management tools (e.g., ServiceNow, Jira).
Benefits
- Remote work flexibility from Zapopan, Jalisco, Mexico.
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holiday schedule.
- Professional development and Oracle certification opportunities.
Locations
- ZAPOPAN, JALISCO, MX (Remote)
Salary
Skills Required
- Non-technical skillsintermediate
Responsibilities
- Deliver high-standard incident management, escalation management and customer service support to Oracle Cloud Success Services customers
- Grant customers an enhanced Oracle experience and ensure the appropriate level of service management
- Work remotely on AMERICAS day shifts (5 days/week) with weekend rotation as part of the global Service Desk
- Deliver service management to Oracle customers for Oracle Cloud Infrastructure, Oracle Cloud Database Services and connected Oracle solutions
Benefits
- general: Health Insurance
- general: 401(k)
- general: Stock Options
- general: Flexible PTO
Answer 10 quick questions to check your fit for CSS Incident Manager – AMERICAS Service Desk @ Oracle.
Related Books and Jobs
CSS Incident Manager – AMERICAS Service Desk
Oracle
CSS Incident Manager – AMERICAS Service Desk
Job Description
Overview
Join Oracle's Global Service Desk in the Customer Success Services organization, delivering high-standard incident and escalation management for Oracle Cloud customers. This remote, non-technical role supports AMERICAS day shifts with weekend rotation, ensuring exceptional service for Oracle Cloud Infrastructure, Database Services, and connected solutions. Enhance customer experience through effective service management across the Americas region.
Responsibilities
- Manage and triage incidents for Oracle Cloud Success Services customers in the Americas.
- Coordinate escalations to ensure timely resolution and minimal downtime.
- Monitor service desk queues and prioritize tickets based on severity and impact.
- Provide proactive communication updates to customers during incident lifecycle.
- Collaborate with global teams for seamless handoffs during shift rotations.
- Track and report on incident metrics to drive service improvements.
- Ensure adherence to SLAs and service level objectives.
- Participate in weekend rotations to maintain 24/7 coverage.
Qualifications
- 3+ years in service desk, incident management, or IT support roles.
- Experience in customer-facing service environments, preferably cloud services.
- Strong organizational and multitasking skills for high-volume incident handling.
- Excellent English communication skills, both written and verbal.
- Availability for AMERICAS shifts with weekend rotation.
- Proficiency in service management tools (e.g., ServiceNow, Jira).
Benefits
- Remote work flexibility from Zapopan, Jalisco, Mexico.
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holiday schedule.
- Professional development and Oracle certification opportunities.
Locations
- ZAPOPAN, JALISCO, MX (Remote)
Salary
Skills Required
- Non-technical skillsintermediate
Responsibilities
- Deliver high-standard incident management, escalation management and customer service support to Oracle Cloud Success Services customers
- Grant customers an enhanced Oracle experience and ensure the appropriate level of service management
- Work remotely on AMERICAS day shifts (5 days/week) with weekend rotation as part of the global Service Desk
- Deliver service management to Oracle customers for Oracle Cloud Infrastructure, Oracle Cloud Database Services and connected Oracle solutions
Benefits
- general: Health Insurance
- general: 401(k)
- general: Stock Options
- general: Flexible PTO
Answer 10 quick questions to check your fit for CSS Incident Manager – AMERICAS Service Desk @ Oracle.
Related Books and Jobs