Product Support Manager

As an experienced Cloud Support Manager at Oracle, your primary role will be to lead a team of technical engineers dedicated to delivering post-sales support and solutions for Oracle's customers. You will be responsible for ensuring customer satisfaction, driving operational excellence, and collaborating 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 through 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 within 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, with a strong customer-centric mindset. - Strong understanding of cloud computing concepts, platforms, compute, networking, 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. - Bachelors 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. About Us: Oracle, a world leader in cloud solutions, utilizes cutting-edge technology to address present challenges. With over 40 years of experience, Oracle partners with industry leaders across various sectors, sustaining growth through integrity. Promoting inclusivity and opportunities for all, Oracle fosters an inclusive workforce that thrives on global opportunities and work-life balance. Competitive benefits, flexible medical, life insurance, retirement options, and volunteer programs emphasize our commitment to employees" well-being and community engagement. Ensuring accessibility for all, Oracle welcomes individuals with disabilities throughout the employment process. For accommodation requests or disability-related assistance, contact accommodation-request_mb@oracle.com or +1 888 404 2494 in the United States.,