Job Description

Business Unit

AMS Production Support



Oracle Cerner is elated to hire for the role Senior Team Lead, Client Support. As a Senior Team Lead, Client Support, you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. In this role, you will be responsible to manage production support ticket queues and the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. Your responsibilities also include analyzing incoming ticket data and seeking opportunities to balance resources, improve processes and increase productivity. You will identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will be responsible to plan, delegate and direct the team\'s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department. You will communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. You will be responsible to identify and lead team level quality and process improvement initiatives. You will deliver consistent and timely training, guidance, and feedback to encourage associate success. Additionally, you will also be responsible to provide input on staffing and performance decisions for direct reports and supervise a team of associates.

People Management Responsibilities (for associates with one or more direct reports): You will be responsible to seek to understand disagreements, ensure all perspectives are heard, and facilitate a plan for resolution. You will be responsible to delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. You will be responsible to identify associates and team priorities based on business direction and adjust when needed. You will be responsible to lead by example and share knowledge and experiences with associates and the team. You will also be responsible to create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments. You will be responsible to provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates\' development. You will also be responsible to identify the right talent to achieve the desired results. You will be responsible to promote and build a diverse and cohesive team to accomplish objectives and align associates\' skills to fill gaps.

Org

Mgd Svcs - AMS

Additional Information

All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.

Career Level

Supervisor/Entry Level Manager

Company Overview

Cerner is a place where people are encouraged to innovate with confidence and focus on what is important - people\'s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.

Cerner\'s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.

Org Unit

Global Services

Qualifications

Basic Qualifications

• At least 6 years total combined related work experience and completed higher education, including:

• At least 1 year customer service, call center, hospitality and/or technical support work experience
• At least 5 years additional work experience directly related to the duties of the job and/or completed higher education
• High School Diploma

Preferred Qualifications

• At least 8 years of overall work experience
• At least 1 year of experience in customer service, call center, hospitality, and/or technical support domain
• At least 2 years of official team leading experience along with experience in troubleshooting, incident management, change management, problem management with service KPIs and client support or client-facing experience.
• Experience working on L1, L2, L3 is preferred.
• Should have excellent Communication skills and must be able to interact with stakeholders in different regions of the world.

Expectation:

• Willingness to work in a shift from 5.30 pm to 2.30 am IST.

Associate Type

Regular

Job Level

Management 2

Working Environment

Hybrid & Onsite: No Relocation Assistance Offered

Job Function

Support Services & Operations

Government Job

NO

Working Environment Description

This position offers a Hybrid & Onsite working environment. Meaning you will split working time between a Cerner office or client site and remote. If your current geographical location requires relocating, Cerner will not offer relocation assistance to the specified location. #LI-Hybrid

Cerner