Job Title: Technical Team Leader(General)

Work Shift: 1st shift

Weekend Coverage: Weekend coverage is required.

Needs to be on-call

 Travel is required.

Work Location: CHICAGO, IL, CHICAGO

Required Skills:

Oracle Technical Team Leader Job Description file attached.

Essential Functions:
• Leads the client care functions, e.g., weekly client interactions, new client inbounds, critical accounts management, system reconfigurations, client satisfaction analysis and reporting
• Serves as the Company’s liaison for the relationship quality between the Customer and the Company, which may include multiple client sites both domestically and internationally.

• Utilizes and strengthens ticket quality reporting systems and controls to provide unsurpassed service levels to clients.

• Prepares documents and facilitate Service Request review meetings; communicates status and next steps to appropriate parties.

• Facilitates problem resolution and effective communication between client and IBM teams.

• Educates clients on effective use of Oracle Support Services and CMS4Oracle processes and procedures.

• Effectively and accurately communicates client satisfaction rating and escalation status to Core management/technical groups.

• Provides support services that assure the highest level of client satisfaction and a mutually beneficial, long-term relationship.

• Recognizes and communicates client needs for additional Oracle products, support, and services to appropriate management.

Technical:

• Strives to gain Oracle application product knowledge and an understanding of the Oracle Database product.

• Strong management, communication, writing and communication skills.

• Understands “big picture” technology trends potentially influential to clients’ environments.