Oracle Billing Revenue Management Lead

Job Description

In line with the relevant policy and requirements of the Government of the Kingdom of Saudi Arabia, preference will be given to Saudi nationals who apply for this role.

As a BRM Lead here at Oracle, you’re expected to:

– Troubleshooting, Application Bug Fixing in Existing custom build applications for customer
– Answer incoming calls and respond to customer’s emails in timely manner.
– Manage and resolve customer complaints.
– Identify and escalate issues to supervisors as and when needed.
– Provide product and service information to customers.
– Research required information using available resources and Offer Solution to customers.
– Research, identify, and resolve customer complaints using applicable software.
– Route calls and tickets to appropriate resources and Domains who can best support he user,
– Document all call information according to standard operating procedures.
– Recognize, document, and alert the management team of trends in customer calls.
– Create SOPs for new Issues and resolution given.
– Complete call logs and reports.

Key Responsibilities:

– Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy.
– Leads the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs.
– Effectively coordinates with colleagues to deliver required applications, systems, and solutions for all end-users, related to incident management, problem management, change and release management and vendor management.
– Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support.
– Executes the tasks and activities in line with the plan to ensure the effectiveness of the area.
– Supports the end-to-end projects that improve customer and employee satisfaction.
– Supports the team in automation and digitization, capacity planning, analysing, reporting, and investigating service performance metrics.
– Maintains relations with internal and external partners.
– Uses communication skills to exchange ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st line teams and with suppliers on incident resolution.
– Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.