Job Category: SupportJob Description: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.Leadership: Proven experience in building and managing global technical support teams, driving operational excellence, and mentoring high-performing teams.Customer Focus: Demonstrated ability to drive customer satisfaction, reduce time to resolution (TTR), and improve overall support experience.Incident Management: Experience handling high-priority escalations (Sev1/Sev2), collaborating with engineering teams, and driving root cause analysis (RCA).Process Optimization: Expertise in defining and improving support processes, implementing automation, and leveraging analytics to improve efficiency.Cross-Functional Collaboration: Strong ability to work with product, engineering, sales, and partner teams to enhance product supportability and customer experienceMetrics & KPIs: Proficiency in tracking and improving key support metrics, such as Initial response Due (IRD), Time to Resolution (TTR), and Customer Satisfaction (CSAT).Communication Skills: Excellent verbal and written communication skills, with the ability to engage with executive stakeholders and customers effectively.Technical Expertise: Strong understanding of cloud infrastructure, networking, virtualization, databases, and multi-cloud environments.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.Leadership: Proven experience in building and managing global technical support teams, driving operational excellence, and mentoring high-performing teams.Customer Focus: Demonstrated ability to drive customer satisfaction, reduce time to resolution (TTR), and improve overall support experience.Incident Management: Experience handling high-priority escalations (Sev1/Sev2), collaborating with engineering teams, and driving root cause analysis (RCA).Process Optimization: Expertise in defining and improving support processes, implementing automation, and leveraging analytics to improve efficiency.Cross-Functional Collaboration: Strong ability to work with product, engineering, sales, and partner teams to enhance product supportability and customer experienceMetrics & KPIs: Proficiency in tracking and improving key support metrics, such as Initial response Due (IRD), Time to Resolution (TTR), and Customer Satisfaction (CSAT).Communication Skills: Excellent verbal and written communication skills, with the ability to engage with executive stakeholders and customers effectively.Technical Expertise: Strong understanding of cloud infrastructure, networking, virtualization, databases, and multi-cloud environments.Qualifications:Career Level - M3About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
