Product Support Snr Manager

About Oracle Cloud Infrastructure (OCI):
Oracle Cloud Infrastructure (OCI) is building the next generation of cloud services, delivering world-class support and infrastructure for customers with critical business applications. Our team of energetic, customer-focused engineers blend system administration, incident management, and NOC disciplines to support our rapidly growing client base.

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.

Responsibilities

As a Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

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 upskilling.

• 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.

• Drive customer obsession by acting as the voice of the customer in product and process discussions.

Required Qualifications:

• Passion for customer satisfaction, strong customer-centric mindset.

• Bachelor’s degree in Computer Science, MIS, Engineering, or equivalent experience.

• 5+ years of IT support management experience, primarily with core infrastructure or cloud products.

• 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.

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.

Why Oracle?
Join a world-class cloud engineering organization and help our customers solve some of the world’s biggest challenges. At Oracle, you’ll work with smart, passionate colleagues who build innovative new systems and drive business-critical applications at cloud scale.

Qualifications

Career Level - M3