Senior Manager - IT Product Support

$101,700 - $203,500/Yr

Marsh McLennan - New York, NY

Full-time - Mid Level

New York, NY

10,001+ employees

Insurance Carriers and Related Activities

About the position

Marsh McLennan is seeking a highly experienced and motivated Senior Manager - IT Product Support to lead our team in providing exceptional technical support and assistance for Oracle Financials. In this role, you will oversee the day-to-day operations of the IT Product Support team, ensuring the successful resolution of complex technical issues while driving continuous improvement in support processes and customer satisfaction. You will be responsible for leading and managing a team of IT Product Support professionals, providing guidance, coaching, and performance feedback to ensure the team's success. As a Senior Manager, you will oversee the resolution of complex technical issues related to Oracle Financials, collaborating with cross-functional teams and external vendors as needed. You will develop and implement support strategies, processes, and best practices to ensure efficient and effective support delivery. Monitoring and analyzing support metrics and KPIs will be crucial to identify trends, areas for improvement, and opportunities to enhance customer satisfaction. You will act as a point of escalation for critical customer issues, ensuring timely and effective resolution, and collaborate with internal stakeholders, including development teams, to provide feedback and insights for product enhancements and improvements. Staying up-to-date with the latest Oracle Financials features, updates, and industry trends will be essential to provide expert guidance and support to customers. You will develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs. Additionally, you will drive continuous improvement initiatives to enhance support processes, tools, and knowledge base resources, providing regular reports and updates to senior management on support performance, customer satisfaction, and team achievements.

Responsibilities

• Lead and manage a team of IT Product Support professionals, providing guidance, coaching, and performance feedback.
• Oversee the resolution of complex technical issues related to Oracle Financials, collaborating with cross-functional teams and external vendors as needed.
• Develop and implement support strategies, processes, and best practices to ensure efficient and effective support delivery.
• Monitor and analyze support metrics and KPIs to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
• Act as a point of escalation for critical customer issues, ensuring timely and effective resolution.
• Collaborate with internal stakeholders, including development teams, to provide feedback and insights for product enhancements and improvements.
• Stay up-to-date with the latest Oracle Financials features, updates, and industry trends to provide expert guidance and support to customers.
• Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
• Drive continuous improvement initiatives to enhance support processes, tools, and knowledge base resources.
• Provide regular reports and updates to senior management on support performance, customer satisfaction, and team achievements.

Requirements

• Bachelor's or Undergraduate degree in Information Technology.
• Extensive experience in IT product support, with a focus on Oracle Financials or similar enterprise financial systems.
• Strong knowledge of Oracle Financials modules, including General Ledger, Accounts Payable, Accounts Receivable, and Cash Management.
• Proven experience in leading and managing a team of IT support professionals.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
• Strong customer focus and the ability to build and maintain relationships with key stakeholders.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and projects.
• Relevant certifications in Oracle Financials or related areas are a plus.
• Structured Query Language (SQL) understanding & experience in using.
• Good experience of Secure Software Development Lifecycle (SSDLC) practices.

Nice-to-haves

• Relevant certifications in Oracle Financials or related areas are a plus.

Benefits

• Generous Parental Leave and Tuition Reimbursement plan per year.
• Participation in Employee Stock Purchase Plan.
• Generous paid time off, additional floating holidays, time off to give back to your community.
• Multiple medical, dental, and vision plans with choices to fit all needs and budgets.
• Full benefits package starting day one.