Regional Manager, Oracle Application Support
Job Location AU-Sydney | APAC | AU-Melbourne VIC | SG-Singapore | MY-Kuala Lumpur Job ID 2021-9077
Job Description
Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. To date, more than 4,000 Fortune 500, Fortune Global 100, midmarket, public sector and other organizations from a broad range of industries have relied on Rimini Street as their trusted application enterprise software products and services provider.
The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs.
We actively seek a Regional Manager, Oracle Applications Support resident in the Asia Pacific region.
Rimini Street views all employees as partners, and is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work-hard, play-hard corporate environment.
P osition Summary
The role of the Regional Manager, Oracle Applications Support Delivery is to lead the support team in the region to provide exceptional remote-based support for mission-critical Oracle Applications, these include, but not limited to Oracle EBS, PeopleSoft, JDE and Siebel, as part of our global customer support team. Duties include developing team skills, managing client relationships, working client escalations, supporting client issues all while helping the team to continue creating and retaining high client satisfaction ratings.
The Oracle Applications support organization is responsible for ensuring our Clients have the most accurate, timely and complete support of any vendor in the industry. The right person for this role will be viewed as the “evangelist” and “expert” for the Service Delivery organization both internally and externally.
Essential Duties & Responsibilities
Lead respective Oracle Application Support team in APAC to achieve all Client and Employee satisfaction targets while managing to financial targets. Manage complex customer issues using methodical troubleshooting based on expert knowledge of Oracle applications functionality and technology Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience Collaborate with team members in a virtual team environment to extend field experience to different client situations Utilize existing Rimini Street best practices to define the processes and procedures to provide the ability for the team to deliver the highest quality of support in the industry while ensuring the ability to scale the organization to meet the growth plans. Helping to serve as a bridge between the Rimini Street Development team, the Support Staff and Rimini Street Clients. Provide in-depth knowledge of the Support delivery process to prospects. 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 products in the industry Be a pro-active contributor to a 24x7x365 running support organization, this will require working flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
Additional Duties & Responsibilities
Other job related duties and responsibilities may be assigned from time to time
Qualifications/Skills/Experience
Education
Bachelor and/or Master’s Degree in Business Administration, Computer Science or other related field is desirable but not required.
Location
Asia Pacific
Experience
We seek a strong leader who has the technical abilities and experience, business maturity, executive stature, presence and personal dynamics to have a positive impact on Rimini Street and Oracle Application Team’s success. 10+ years relevant experience in one or more of the following products: Oracle EBS, PeopleSoft, JDE or Siebel 5+ years direct support of application end-users in a Corporate environment Experience in leading and managing high performing teams and top-level engineers Knowledge of localizations, architecture, implementation and key functionality Experience in full life-cycle implementations, configuration and administration, support and enhancements Knowledge of Oracle maintenance/patching mechanics Demonstrable history solving complex problems across multiple areas/product
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