{"id":2668737,"url":"https://alion.io/job/oracle-escalation-and-incident-manager","title":"Escalation and Incident Manager","company":{"id":53,"name":"Oracle","domain":"oracle.com","url":"https://alion.io/company/oracle","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":89,"open_postings":190,"ghost_share":0,"stale_share":0.647,"repost_share":0.005,"time_to_fill_p50_days":6,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true}],"status":"closed","first_seen_at":"2026-09-28T13:42:50Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-19T16:07:55Z","board_verified":false,"closed_at":"2026-10-19T16:07:55Z","days_open":21,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":21},"description":"As an Escalation and Incident Manager on Duty you will have a primary role in the Escalation and Incident process globally and deliver best-in-class service to our customers. You will act as a bridge between our customers and internal teams/stakeholders, advocating for customer priorities and ensuring their requests are driven to resolution towards their satisfaction. You will be required to work closely with technical teams, application, infrastructure teams and internal stakeholders to achieve resolution of the reported problems.\nThe ideal candidate would be comfortable to handle multiple tasks and deliver against tight deadlines while maintaining a high level of quality and increased customer satisfaction. The right candidate would be comfortable handling critical escalations and incidents and problems, manage the customer experience and show end-to-end ownership of issues until resolution.\n Deliver first-class Service to Oracle customers\n- management of escalations for our global customers (logging, assignment, progression and communication internally and to customer)\n- availability over the support lines for escalation calls\n- management of incidents for on-premise and hosted customers\n- increase visibility and awareness of Incidents across the various lines of business\n- effectively communicate with all stakeholders; both internal and external participants, throughout the duration of the incident or escalation\n- engage and collaborate with technical teams to drive resolution of incidents and escalations\n- deliver a consistent and professional Incident & Problem and Escalation Management process Globally\n- proactively review to prevent recurrence of issues\n- deliver daily reporting to management and internal stakeholders\n- provide software and systems technical support for Oracle products: OPERA V5, OPERA Cloud, Symphony & other products\n- provide guidance and resolution for a wide range of technical and non-technical customer requests including, but not limited to: product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.\n- Contribute to process/service improvement and innovation\n- Contribute to knowledge sharing\nSkills & Experience\nPast experience of technical support, service desk operations (incident, escalation management) or hospitality sector\nAdvanced level of English\n1-2 years experience in hospitality or technical support sector are desirable\nExcellent communication skills and impeccable phone etiquette; \nCustomer focused - has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner\nExcellent analytical troubleshooting skills and ability to own problems through to resolution\nTeamwork - candidates will need to be strong team players, who support their colleagues and share their skills.\nGood interpersonal, work flow management and communications skills.\nStrong time management and prioritization skills as well as ability to under pressure and tight deadlines\nAbility to work independently and manage one’s time\nMindset oriented towards improvement and innovation\nDuties and tasks are varied and complex; independent judgment needed.\nWillingness to learn is essential as extensive on-the-job training is provided\nWillingness to use also self-learning tools and online documentation for self-learning\nAvailability to work in shifts, during weekends and holidays 24 X 7 X 365\nWould be an advantage any of:\n- ITIL certificate of relevant experience\n- OCI/CCNA or networks knowledge\nAs a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.\nIn this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.\nWork involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.","description_format":"text","description_chars":5827,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Cloud Platforms (IaaS & PaaS)","ERP & Business Management Software","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-16T03:33:13Z"},{"event":"close","at":"2026-10-19T16:07:55Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1,038 · green card filings: 729","filings_12m":1038,"filings_prev_12m":1197,"green_card_filings_12m":729,"median_offered_wage_usd":143374,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0},{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-17T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/oracle-escalation-and-incident-manager","json_url":"https://alion.io/job/oracle-escalation-and-incident-manager.json","meta":{"generated_at":"2026-10-19T17:34:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13365,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53},"rest":"https://alion.io/mcp/rest/get_company?id=53"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foracle-escalation-and-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foracle-escalation-and-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foracle-escalation-and-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/oracle-escalation-and-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foracle-escalation-and-incident-manager"}]}