Role Summary:
We are seeking an experienced Cloud Support Manager to lead a team of technical engineers responsible for delivering post-sales support and solutions for Oracle’s customers. You will act as a primary escalation point, ensure customer satisfaction, drive operational excellence, and collaborate globally across engineering and service teams to build and operate highly scalable cloud solutions.
Key Responsibilities:
- Lead, recruit, and mentor a team of support engineers handling cloud infrastructure services (IaaS).
- Manage end-to-end team performance on defined KPIs, including ticket resolution, customer satisfaction, and operational excellence.
- Serve as a primary escalation point for customers and internal teams for complex or unresolved issues.
- Monitor and improve team performance—conduct regular 1:1s, team meetings, and performance appraisals.
- Screen, interview, and onboard technical talent, ensuring knowledge transfer and ongoing up-skilling.
- Drive process improvements, documentation, and knowledge management in the team.
- Actively participate in management and KPI meetings, preparing presentation materials and tracking action items.
- Collaborate with global teams to share best practices and continuously enhance support operations.
- Proactively monitor customer issues, communicating status updates throughout the incident lifecycle.
- Perform Duty Manager role for assigned shifts, including after-hours/escalation management when required.
Required Qualifications:
- Passion for customer satisfaction, strong customer-centric mindset.
- Strong understanding of cloud computing concepts, platforms, compute, networking, and troubleshooting and very good understanding of Database and related concepts
- Strong understanding of AI and its related concepts
- Demonstrated ability to resolve escalated technical issues and participate in/run incident bridges.
- Experience with KPI setup, tracking, and performance management.
- Bachelor’s degree or equivalent experience.
- 3+ years of IT support management experience, primarily with core infrastructure or cloud products.
Preferred Qualifications:
- Familiarity with ITIL processes and industry security/compliance standards.
- Cloud certification (any major provider) is a plus.
- Previous experience working with NOC or similar support environments.
- Hands-on experience designing, implementing, or supporting cloud infrastructure solutions.
- Experience with knowledge management initiatives.
- Ability to work independently and collaboratively in a distributed, agile, and rapidly evolving environment.
- Strong analytical, troubleshooting, and technical leadership skills.
Responsibilities
Key Responsibilities:
- Lead, recruit, and mentor a team of support engineers handling cloud infrastructure services (IaaS).
- Manage end-to-end team performance on defined KPIs, including ticket resolution, customer satisfaction, and operational excellence.
- Serve as a primary escalation point for customers and internal teams for complex or unresolved issues.
- Monitor and improve team performance—conduct regular 1:1s, team meetings, and performance appraisals.
- Screen, interview, and onboard technical talent, ensuring knowledge transfer and ongoing up-skilling.
- Drive process improvements, documentation, and knowledge management in the team.
- Actively participate in management and KPI meetings, preparing presentation materials and tracking action items.
- Collaborate with global teams to share best practices and continuously enhance support operations.
- Proactively monitor customer issues, communicating status updates throughout the incident lifecycle.
- Perform Duty Manager role for assigned shifts, including after-hours/escalation management when required.
Qualifications
Career Level - M2
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
