[Remote] Technical Director- Application Architect, CSS Global SaaS & Apps Delivery (Financials Focus)

Note: The job is a remote job and is open to candidates in USA. Oracle is a technology company providing data, infrastructure, applications, and AI- and cloud-based solutions. The Technical Director - Application Architect will lead customer escalation resolution for Oracle Fusion SaaS Financials, guide a team of experts, apply functional and technical expertise, and drive process improvements, communication, training, and crisis management.

Responsibilities

• Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions
• Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment
• Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product Financial area to address and resolve customer problems
• Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction
• Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence
• Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities
• Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement
• Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers

Skills

• Applicants are required to read, write, and speak the following languages: English
• The ideal candidate will have at least 15 years of industry experience, with a strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products
• This role requires functional expertise in at least one area of Oracle Fusion
• Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products
• Functional Expertise: Proficiency in Financials area of Oracle Fusion SaaS
• Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration
• Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues
• Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction
• Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively
• * Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field
• * This position may require occasional travel to customer sites
• * Flexibility to work outside regular business hours to address urgent customer issues may be required
• A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus

Benefits

• May be eligible for bonus, equity, and compensation deferral.
• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.
• Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
• Volunteer programs

Company Overview