Escalation Manager

As a member of the Major Incident Management team, the candidate should develop a superior
understanding of the Oracle IT infrastructure including corporate applications, networking and field
offices globally.

1. Drive major incidents to successful resolution by resolving them or working in tandem with peers in
other resolving groups
2. Follow standard practices and procedures in identifying major incidents by analyzing situations or data
and bringing them to a successful closure.
3. Act as an escalation point (Single Point Of Contact) for Global Service Desk support teams based in the
global interaction centers and Network monitoring teams, as well as field offices and other Lines of
Businesses.
4. Actively participate in projects with one or more resolving groups in aiding cross boundary
collaboration for process improvements and in curtailing escalations and major incidents.
5. As a knowledge resource; work in close coordination with the training team by actively contributing to
employee training, building knowledge and process documents, document verification etc .

Job Requirements:

 Minimum three years experience in supporting medium to large applications, working directly
with
 internal/external clients, and two years experience providing user support of Windows OS,
network and
 custom business applications required.
 Experience with support of MS Office applications such as Excel, Word, PowerPoint Outlook and
various Electronic Mail clients preferred.
 Must develop a working knowledge of company products and applications to interact effectively
with other technical and non-technical resources, and quickly establish comfortable and
effective working relationships.
 Demonstrate ability to analyze and evaluate complex data.
 Candidate should be a team player, quick learner, able to take independent thoughtful decisions.

Education / Certifications:
 Bachelors and/or Master Degree in Computer Science
 ITIL v3 Foundation

 ITIL Service Operations certification preferred