Overview

The Service Manager - Incident Management role is a remote, non-technical position based in India, focusing on JAPAC shifts with weekend rotation. You will work as part of the Global Service Desk, delivering service management to Oracle customers for Oracle Cloud Infrastructure and connected solutions. This role ensures efficient incident resolution and high customer satisfaction across global operations.

Responsibilities

• Oversee incident management processes for Oracle Cloud Infrastructure services during JAPAC shifts.
• Coordinate with global teams to prioritize and resolve customer incidents efficiently.
• Monitor service desk performance metrics and ensure SLA compliance.
• Escalate critical issues to senior support and engineering teams as needed.
• Manage weekend rotation schedules and provide coverage for high-priority incidents.
• Conduct root cause analysis for recurring incidents and implement preventive measures.
• Deliver regular reports on incident trends, resolution times, and customer feedback.
• Collaborate with customers to understand impact and communicate resolution updates.

Qualifications

• 3+ years of experience in IT service management or incident management.
• Strong understanding of ITIL frameworks, particularly incident and service desk processes.
• Excellent communication skills for customer-facing interactions in a global environment.
• Ability to work remote JAPAC shifts, including nights and weekends as per rotation.
• Proficiency in service management tools like ServiceNow or similar platforms.
• Customer-focused mindset with experience in cloud services preferred.

Benefits

• Fully remote work arrangement with flexible JAPAC shift options.
• Competitive salary and performance-based incentives.
• Comprehensive health insurance and wellness programs.
• Professional development opportunities and ITIL certifications support.
• Generous paid time off and weekend rotation compensation.