Technical Director, Application Architect, CSS Global SaaS & Apps Delivery

What you'll do

• Lead the resolution of critical customer issues by collaborating with cross-functional teams.
• Guide and mentor a team of Oracle Fusion experts to foster a high-performance environment.
• Apply in-depth functional knowledge of Oracle Fusion HCM-Payroll to resolve complex customer problems.
• Conduct thorough root cause analysis investigations and implement corrective actions to prevent issue recurrence.
• Serve as the primary point of contact for escalated issues and provide regular updates to stakeholders.
• Develop training materials and conduct sessions for team members and customers to improve product understanding.
• Monitor and report on key performance indicators related to customer support and satisfaction.
• Lead crisis management efforts during major incidents to ensure rapid and effective resolution.

What we're looking for

• Must have at least 15 years of industry experience implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
• Must possess functional expertise in the HCM - Payroll area of Oracle Fusion SaaS.
• Must have a proven ability to lead and mentor a team of experts to drive high performance and collaboration.
• Must have a strong customer service orientation with a demonstrated ability to resolve complex customer issues.
• Must have excellent verbal and written communication skills to convey complex information to various stakeholders.
• Must have a solid understanding of Oracle Fusion architecture, integration, and best practices.
• Must have a Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• A Master's degree or relevant certifications such as PMP or ITIL are preferred.