Oracle
Product Support Senior Manager - MultiCloud Support (OCI)
Job 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 experience
Metrics & 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.
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