Executive Escalation Manager (OCI)

Job Description

Job Description The Oracle Cloud Infrastructure (OCI) team is seeking accomplished and passionate individuals to lead and evolve our customers cloud journey. Are you keen in learning how an end-to-end cloud infrastructure works? Are you passionate about making customers successful? Are you a customer advocate who enjoys building and establishing strong relationships and credibility? Are you excited about diving in and resolving customer issues, and willing to engage directly with Executives in high-profile situations? We are looking for Escalation Managers to lead and manage complex customer issues and situations. The ideal candidate will have proven ability to communicate effectively in high-pressure situations, work on and lead cross-functional teams such as Support and Operations, Consulting, Engineering and Product Management. S/he is a forward-thinking problem solver with a solutions-oriented mindset and with a potential to deeply understand the impact of technical challenges. In addition, s/he has strong communication skills to clearly articulate high-level technical solutions and drive technical decisions to solve challenging technical and business problems. As an Escalations Manager, you will bring business critical product issues to resolution and channel customers back to normal Support stream. You will strive to provide the highest level of customer support and satisfaction through collaborating with service teams from multiple Oracle lines of business in resolving product related issues that have a significant business impact on cloud customers. Career Level - IC2 Responsibilities Roles and Responsibilities: Principally responsible to own communication to customers and other teams within Oracle during critical incidents. Provide a single voice to the customer (internal or external) throughout the full lifecycle of an incident, from inception to resolution and corrective action. Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner. Work as one member of a global team. Be able & willing to assist in work originating in other regions and be open to handing off your work to your team members for follow-the-sun issues. Engage and lead cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations. Manage timelines and resource engagement to drive resolution to critical/challenging customer issues in a cross-functional environment Track and communicate status and resolution to all customer and Oracle stakeholders in a factual, professional, timely and consistent manner. Primary shift = APAC(6 AM IST onwards) Time, rotational shift work, including some holidays and weekends. Technical aptitude sufficient to obtain OCI certification(s) as requested/required. Ability to communicate verbally and in writing, complex ideas and topics to multiple audiences at the appropriate depth for each. Professional working proficiency with written/spoken English. (Portuguese and Spanish a plus) Preferred Qualifications: Experience in customer engagement and customer-facing service delivery and/or incident management roles. BA/BS in computer science or equivalent experience (Advanced Degree a plus). Strong verbal and written communications skills with prior experience in a customer facing role. Ability to multitask and prioritize with a goal of driving issues to closure. Knowledge and proficiency with Infrastructure as a service (IaaS) in a Public or Private Cloud environment. (Additional knowledge of Oracle PaaS/SaaS/DBaaS and other Oracle cloud products a plus).