Rimini Street, Inc Support Director, Oracle EBS Applications in Sydney , Australia
Rimini Street, Inc., the world’s leading independent provider of support for enterprise application software, seeks a Support Director, Oracle EBS Applications. This is a remote position located anywhere in Australia.
Our company is currently privately held with plans to become a public company. Rimini Street views all of our 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.
The role of the Support Director, Oracle EBS Applications is to lead the Application support teams in the region to provide exceptional remote-based support for mission-critical Oracle applications (EBS, Hyperion, Agile, Primaveria, Retail VCP) as part of our global support team. This is a Senior Leadership position within the Global Support team and multiple Regional Managers report into this role. Experienced Engineers report into the Regional Managers and are responsible for researching, troubleshooting and supporting of multiple Oracle applications for our global clients who use EBS r11i & r12, Agile, Hyperion, Primaveria, Retail, and Value Chain Planning clients.
The role of the Support Director requires the expertise and skills to help the team diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments. The support organization is responsible to ensuring 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 organization both internally and externally. Our client relationships are extremely important and the successful Support Director will be able to establish and nurture close relationships with our clients.
Essential Duties & Responsibilities
Responsible for the creation, growth, and evolution of a strong, cohesive team to support the Region including monitoring skill requirements, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc. Solve complex customer issues using methodical troubleshooting based on expert knowledge of applications functionality
Lead multiple Regional Managers in the most appropriate use of their Engineering resources to solve cases
Lead the Regional Support Delivery teams to achieve all Client and Employee satisfaction targets while managing to financial targets
Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
Manage client escalation situations if necessary to allow Engineers to focus on timely resolution
Work with other senior leaders to improve processes and procedures to suit local and global requirements
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
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 email 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
Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.)
Inspire EBS Developers, QA Engineers, and Product Support Engineers to deliver the best quality service to redefine Enterprise Software Support
Additional Duties & 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
Other job related duties and responsibilities may be assigned from time to time
- Bachelor Degree in Computer Science or related field or equivalent experience
- Anywhere in Australia
15+ years relevant Oracle Applications experience
7+ years direct support of application end-users in a Corporate environment
7+ years managing Senior Level IT resources and teams
Deep Technical Expertise in Oracle EBS, Oracle Agile, Hyperion or other covered applications
Knowledge of localizations: architecture, implementation and key functionality
Experience working with Senior Executive Leadership teams as a trusted advisor
Full life-cycle implementation, configuration and or administration experience
Knowledge of Oracle maintenance/patching mechanics and Application architecture
Demonstrable history solving complex problems across multiple modules
Superb trouble-shooting skills and tenacity in problem solving
Passionate focus on customer support and able to build long term, successful working client relationships
Excellent interpersonal, presentation and communication skills – verbal & written
Attention to detail and the ability to learn quickly
Ability to articulate realistic goals and manage expectations of executive leadership reviewers
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
The ability to work remotely from a home based office in a virtual environment
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 localizations and 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
Strong knowledge of key application functionality, tables and relationships would be an advantage
Deep knowledge of Oracle EBS customization/extension methodologies would be an advantage
Ability to scale with a rapidly growing business
Ethical with highest standards of integrity
Rimini Street is the leading independent provider of enterprise software support services. The company is redefining enterprise support services with an innovative, award-winning program that enables Oracle and SAP licensees to save up to 90 percent on total support costs over a decade, including saving 50 percent on their annual support fees. Clients can remain on their current software release without any required upgrades or migrations for at least 10 years. Hundreds of clients, including global, Fortune 500, midmarket, and public sector organizations from virtually all industries have selected Rimini Street as their trusted, independent support provider.
Be Treated Like the Best
Rimini Street hires only the best -- and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience.
Excellent compensation, bonus and benefits packages.
No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client Success.
Work hard, play hard environment -- Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events. Laughter and smiles welcome here!
Professional growth encouraged! All Rimini Street professionals are encouraged to grow and learn new skills.
Winner, Bay Area News Group "Top Workplaces" Awarded in 2010, 2013 and 2014.
Named to CIO UK’s “20 Companies to Watch in 2012” annual hotlist of tech companies.
Winner, Stevie Award for Customer Service Team of the Year, 2012.
Winner, 2012 Red Herring Top 100 Americas award.
Ranked #1 as Top Small Business in the West, 2012.
Winner, Gartner Cool Company Award, 2012.
To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com
Rimini Street is committed to creating a diverse environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.
Job ID: 2017-3220