GraalVM Support Manager
Oracle
Casablanca, Morocco
il y a 24j

Preferred Qualifications

GraalVM Support Manager
Morocco, Casablanca/ Rabat

GraalVM is a universal virtual machine for running applications written in JavaScript, Python, Ruby, R, JVM-based languages like Java, Scala, Kotlin, Clojure, and LLVM-based languages such as C and C++. GraalVM removes the isolation between programming languages and enables interoperability in a shared runtime. It can run either standalone or in the context of OpenJDK, Node.js, Oracle Database, or MySQL.
This job is about supporting GraalVM customers.
Read more about GraalVM

Job Description
This position is for managing and leading a team that performs remote customer support of GraalVM. The team’s primary responsibility is to diagnose, debug and resolve customer reported issues on the GraalVM family of products, working in partnership with the GraalVM development team, customers, other support teams and developers. The team members continually exercise and grow diverse skills, as they deliver the highest quality support possible to customers.
Day to day activities include (and not limited to), handling escalations, coaching, mentoring, planning, scheduling, workload management, engagement with complex customer problems, processing of customer satisfaction surveys. hiring and training new talent.
The team will be working in rotational shifts, including on weekends and public holidays (weekend/holiday shift premium allowance may be offered) with shifted week/weekend schemes. Therefore, the job includes organization and management of rotational shifts in addition working different shifts, being on-call if necessary.

Candidate Profile
We are seeking a candidate with the following profile:
• 9+ years of relevant industry work experience.
• 2+ years of team management experience in a corporate setting.
• Experience in delivering technical support for enterprise software remotely.
• Knowledge of Java, JavaScript, Python, and/or other programming languages.
• Experience managing and troubleshooting Java programs in production settings.
• Excellent debugging skills.
• Customer focused with a pro-active and responsive approach.
• Strong written and verbal communication skills in English.
• Strong analytical and troubleshooting skills.
• Good customer interaction skills.
• Experience in compilers or virtual machines is a plus.
• Customer focused with a pro-active and responsive approach.
• Excellent written and verbal communication skills in English.
• Outstanding listening skills.
• Strong analytical and troubleshooting skills.
• Outstanding customer interaction skills.
• Experience in building high performing teams.
• Capability of presenting highly technical information clearly and concisely.
• Sound perspective and adaptability through situational leadership.
• High effectiveness with coaching, mentoring and providing feedback.
• Capability of managing several high level priorities simultaneously without reducing quality.
• Escalation and complaint management experience.
• Continuous improvement mindset along with handling change effectively.
• Ability to make quick and effective decisions even in ambiguous situations.
• Outstanding collaborative skills to work with multiple departments and support function areas.
• Sound skills in building rapport.

What we offer:
While demand is soaring across the industry, this opportunity at Oracle Labs offers unique possibilities, including:

• Challenging and changing tasks in the context of creating new products.
• To think BIG - it not a joke - we are offering to work on next generation technology and do research in products that Oracle is going to develop in the future. Did you know that Java was originally a product from Labs?
• International self-organized team with diverse backgrounds.
• Ability to publish the results of your achievements.

• Opportunities for career growth.
• Competitive pay and benefits.
• Being part of one of the most strategic department of Oracle and cooperate with smart people in Labs globally.
• Being part of a growing, dynamic, international team across Africa (Morocco), Europe (Zurich, Prague) and the USA (Redwood Shores).
• Bridging cutting-edge academic research with customer demand by developing novel techniques that address real-world problems.

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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