Product Support Senior Manager - MultiCloud Support (OCI)

As a Senior Manager at our company, you will be responsible for successfully managing various assignments over the years, while also contributing effectively in a technical or professional capacity. Your role may involve overseeing one or more functional areas aimed at achieving both staff and customer objectives. Your primary focus will be on establishing and communicating departmental goals and implementing strategies to ensure their achievement, all while optimizing the utilization of available resources. - Demonstrated leadership skills in building and managing global technical support teams, driving operational excellence, and mentoring high-performing individuals. - Ability to prioritize customer satisfaction, reduce time to resolution (TTR), and enhance the overall support experience. - Experience in managing high-priority escalations (Sev1/Sev2), collaborating with engineering teams, and conducting root cause analysis (RCA). - Expertise in defining and enhancing support processes, implementing automation, and utilizing analytics to boost efficiency. - Strong collaboration skills to work effectively with product, engineering, sales, and partner teams to improve product supportability and customer experience. - Proficiency in tracking and enhancing key support metrics, including Initial response Due (IRD), Time to Resolution (TTR), and Customer Satisfaction (CSAT). - Excellent verbal and written communication skills to engage with executive stakeholders and customers professionally. - Strong technical understanding of cloud infrastructure, networking, virtualization, databases, and multi-cloud environments. - Career Level - M3 As a Senior Manager at our company, you will be responsible for successfully managing various assignments over the years, while also contributing effectively in a technical or professional capacity. Your role may involve overseeing one or more functional areas aimed at achieving both staff and customer objectives. Your primary focus will be on establishing and communicating departmental goals and implementing strategies to ensure their achievement, all while optimizing the utilization of available resources. - Demonstrated leadership skills in building and managing global technical support teams, driving operational excellence, and mentoring high-performing individuals. - Ability to prioritize customer satisfaction, reduce time to resolution (TTR), and enhance the overall support experience. - Experience in managing high-priority escalations (Sev1/Sev2), collaborating with engineering teams, and conducting root cause analysis (RCA). - Expertise in defining and enhancing support processes, implementing automation, and utilizing analytics to boost efficiency. - Strong collaboration skills to work effectively with product, engineering, sales, and partner teams to improve product supportability and customer experience. - Proficiency in tracking and enhancing key support metrics, including Initial response Due (IRD), Time to Resolution (TTR), and Customer Satisfaction (CSAT). - Excellent verbal and written communication skills to engage with executive stakeholders and customers professionally. - Strong technical understanding of cloud infrastructure, networking, virtualization, databases, and multi-cloud environments. - Career Level - M3