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Oracle
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Product Support Manager

Product Support Manager

Oracle

6 - 10 years

10 - 15 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

networking project management technical leadership it support product support product management team dbms artificial intelligence computation troubleshooting agile service delivery management support management infrastructure services itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Role

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 Oracles 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 performanceconduct 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.
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.

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 performanceconduct 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

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Product Support Manager