Deadline of this Job: 12 October 2022
Education & Experience:
• Bachelor’s Degree in Business, Information Technology or related field. MBA or equivalent level qualification is an added advantage.
• A minimum of 5 years of experience in business analysis or a related field.
• Project Management Certification is a distinct added advantage
Supervisory Responsibilities:
• This position has no supervisory responsibilities.
Education & Experience:
• Bachelor’s Degree in Business, Information Technology or related field. MBA or equivalent level qualification is an added advantage.
• A minimum of 5 years of experience in business analysis or a related field.
• Project Management Certification is a distinct added advantage
Supervisory Responsibilities:
• This position has no supervisory responsibilities.
Deadline of this Job: 11 October 2022
Oracle Advanced Customer Services – Services Solutions Architect
Advanced Customer Support (ACS) is a business unit within Oracle that establishes long-term service relationships with many of Oracle's largest customers. ACS Service Solution Architects are focussed on supporting ACS’s continued growth in leading edge, large scale and complex service requirements for Oracle cloud, on-premises and hybrid engagements.
ACS Service Solution Architects have a proven track record in successful delivery of IT services for mission critical environments in major organisations. In addition to a specialisation in the area of cloud, they possess extensive, broad-based expertise in the area of mission critical production operations, support and managed services. They have proven experience in industry standard service management and project management best practices.
In addition to extensive broad based experience of IT services and technologies, each individual Service Solution Architect has deep expertise in specific services & technology areas, and acts as the subject-matter lead in those areas within the team.
Oracle Advanced Customer Services – Services Solutions Architect
Advanced Customer Support (ACS) is a business unit within Oracle that establishes long-term service relationships with many of Oracle's largest customers. ACS Service Solution Architects are focussed on supporting ACS’s continued growth in leading edge, large scale and complex service requirements for Oracle cloud, on-premises and hybrid engagements.
ACS Service Solution Architects have a proven track record in successful delivery of IT services for mission critical environments in major organisations. In addition to a specialisation in the area of cloud, they possess extensive, broad-based expertise in the area of mission critical production operations, support and managed services. They have proven experience in industry standard service management and project management best practices.
In addition to extensive broad based experience of IT services and technologies, each individual Service Solution Architect has deep expertise in specific services & technology areas, and acts as the subject-matter lead in those areas within the team.
Deadline of this Job: 30 September 2022
Detailed Description
Reporting to the Team Leader in Customer In-Life, the holder to develop and manage premier customer relations by offering after sales support and dealing with customer escalations within defined SLAs. The holder will also ensure customers receive excellent levels of both service and customer experience across the In-life Management chain for SME.
Roles and Responsibilities
• 100% retention & 5% growth of defined baseline revenue (across all products) within the given period.
• Avert Churn by < 1% of Baseline Revenue
• Minimize Credit Notes for the TML to less than < 0.5% of Baseline Revenue
• Identify opportunities for cross selling, upselling and stimulating organic growth in the accounts under management and assign identified leads.
• Proactive ring fencing strategies with the aid of trend analysis from the CVM team.
• Achieve an NPS of at least 90% as per internal measurement mechanisms and ensure improvement of benchmark NPS.
• Resolution of all support issues within agreed upon timeframes and SLAs; 95% adherence to service level agreements.
• Proactively Initiate customers to Loyalty Contracts and engage customers for redemption.
Detailed Description
Reporting to the Team Leader in Customer In-Life, the holder to develop and manage premier customer relations by offering after sales support and dealing with customer escalations within defined SLAs. The holder will also ensure customers receive excellent levels of both service and customer experience across the In-life Management chain for SME.
Roles and Responsibilities
• 100% retention & 5% growth of defined baseline revenue (across all products) within the given period.
• Avert Churn by < 1% of Baseline Revenue
• Minimize Credit Notes for the TML to less than < 0.5% of Baseline Revenue
• Identify opportunities for cross selling, upselling and stimulating organic growth in the accounts under management and assign identified leads.
• Proactive ring fencing strategies with the aid of trend analysis from the CVM team.
• Achieve an NPS of at least 90% as per internal measurement mechanisms and ensure improvement of benchmark NPS.
• Resolution of all support issues within agreed upon timeframes and SLAs; 95% adherence to service level agreements.
• Proactively Initiate customers to Loyalty Contracts and engage customers for redemption.