Product Support Senior Manager - MultiCloud Support (OCI)

In this role as a Senior Manager at our company, you will have the responsibility of effectively managing various assignments while contributing in a technical or professional capacity. Your focus will be on overseeing functional areas to achieve staff and customer objectives. You will establish departmental goals, communicate them, and implement strategies to ensure their realization, all while optimizing available resources. Your key responsibilities will include: - Demonstrating leadership in building and managing global technical support teams, driving operational excellence, and mentoring high-performing individuals. - Prioritizing customer satisfaction, reducing time to resolution (TTR), and improving the overall support experience. - Managing high-priority escalations (Sev1/Sev2), collaborating with engineering teams, and conducting root cause analysis (RCA). - Defining and enhancing support processes, implementing automation, and leveraging analytics for increased efficiency. - Collaborating effectively with product, engineering, sales, and partner teams to enhance product supportability and customer experience. - Tracking and improving key support metrics such as Initial Response Due (IRD), Time to Resolution (TTR), and Customer Satisfaction (CSAT). - Engaging with executive stakeholders and customers professionally through excellent verbal and written communication skills. - Possessing a strong technical understanding of cloud infrastructure, networking, virtualization, databases, and multi-cloud environments. Qualifications required for this role: - Career Level: M3,