We actively seek a Director, Technology Support resident in ANZ Region. We’re building something special at Rimini Street. A company where people care about each other and trust each other to do the right thing.
A company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives. Position Summary Reporting directly to the GVP, Global Technology Support, the Director, Technology Support- APAC will lead multiple Country Technology Support Teams in their effort to provide exceptional remote-based support for mission-critical Technology Products, as part of our global customer support team. This includes, developing team skills, working with clients, creating and retaining high client satisfaction ratings.
This hands-on management position has the responsibility for researching, troubleshooting and supporting of multiple Technology products for our global clients including Oracle Fusion Middleware, Oracle WebLogic, OBIEE, Hyperion Essbase, IBM Websphere & MQ, Oracle Database, Sybase Database, SQL Server Database, IBM DB2 and multipel Opensource databases (PostgreSQL, MongoDB, MariaDB & MySQL). The role of the Director, Technology Support – APAC requires the expertise and skills in leading the diagnosis of serious issues; and deliver solutions for such issues in large and complex, integrated and highly-configured environments. The Technology Support organization is responsible to ensure that our Clients have the most accurate, timely, and complete support available from any vendor in the industry.
The right person for this role will be viewed as the “evangelist” and “expert” for the Support Delivery organization both internally and externally, responsible for developing and streamlining the efficient support delivery processes and also should have experience in presenting at industry events and hosting technical workshops indipendently. Essential Duties and Responsibilities Responsible for the creation, growth, and evolution of a strong, cohesive high performing team to support the Region including building resource pipeline, monitor the skills and capacity gaps, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc. Guide the team to solve complex customer issues using methodical troubleshooting approach based on expert knowledge of the supported Technology and related products.
Lead the Technology Support Delivery team to achieve all Client and Employee satisfaction targets while supporting and working within the advised financial targets. Work closely with customers on a daily basis to understand their needs, support business direction and needs change and deliver a consistently high-quality customer service experience Provide in-depth knowledge of the Support delivery process Collaborate with team members in a virtual team environment to extend field experience to different client situations. Manage client escalation situations if necessary, to allow Engineers to focus on timely resolution Work with other Regional Leaders to improve processes and procedures to suit local and global requirements Be a pro-active leader within a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring emails and other form of communications regularly outside standard business hours Provide expertise, guidance, and participation during the sales cycle to the Sales team to enable them to articulate how and why we deliver the highest quality support in the industry.
Develop and contribute to the reporting and measurement of Performance Management targets. Communicate effectively across various organizations within Rimini Street (e.g.
, sales, marketing, account management, client on-boarding, support, etc.) Inspire Engineers to deliver the best quality service to redefine Enterprise Software Support Additional Duties and Responsibilities Be a thought leader in the Oracle market. Keep abreast of current trends in the market and be able to articulate how they impact potential clients as well as how they impact the Company Open to pick and learn about the other similar technologies and the products supported by the Technology Support Team Other job related duties and responsibilities may be assigned from time to tim Qualifications/Skills/Experience Education Bachelor Degree in Computer Science or related field or equivalent experience.
Experience 15 years relevant technical experience supporting and/ or implementing various Oracle Database, Fusion Middleware and Open Source Database products 10 years of Management Experience, leading teams of DBAs, application DBA’s and / or Support Engineers Hiring, mentoring, setting MBOs Strong Technical Expertise required in multiple Technology Products – Oracle Databases, WebLogic, OBIEE, Fusion Middleware, Open Source Databases & UNIX Administration Expertise with real world utilization of the enterporise class software products, including full life-cycle implementation experience, configuration and administration Experience working with Senior Executive Leadership teams as a trusted advisor Demonstrable history of solving complex problems Skills Superb trouble-shooting skills and tenacity in problem solving with attention to details Passionate focus on customer support and the ability to build long term, successful working relationships with Clients Deep knowledge of managing, implementing and supporting large deployment of critical Databases, WebLogic, UNIX, RAC & related products Ability to articulate and set realistic goals and manage expectations of executive leadership reviewers Excellent interpersonal, presentation and communication skills – verbal & written Prior experience with Oracle products development and design. Extreme focus on Client satisfaction Demonstrated ability to work independently and as part of a team Ability to work calmly and professionally in high pressure situations Ability to think critically and make clear and well-reasoned decisions Exceptional Leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organization Self-starter who is able to take initiative with process improvement Experience with global implementations would be an advantage Well-developed presentation and communication skills; effective working with clients Open, direct, and informative management style; the ability to develop relations based on trust, confidence and respect Ability to multi task multiple projects, issues and tasks Foster a collaborative, and supportive work style Ability to scale with a rapidly growing business Experience with performance tuning and high availability architecture would be a plus Experience with Open Source Databases, Virtualization, Cloud hosting while not required, would be a plus Business-level communication in more than one language, while not required, would be a plus
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