Product Support Manager
- Oracle
- 6 - 10 years
- Hyderabad
- 2 months ago
- Email to a friend
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Job Description
Job RoleWe are seeking an experienced Cloud Support Manager to lead a team of technical engineers responsible for delivering post-sales support and solutions for Oracles 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.
- 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 performanceconduct regular 1:1s, team meetings, and performance appraisals.
- Screen, interview, and onboard technical talent, ensuring knowledge transfer and ongoing up-skilling.
- 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.
- Passion for customer satisfaction, strong customer-centric mindset.
- 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.
- Bachelors degree or equivalent experience.
- 3+ years of IT support management experience, primarily with core infrastructure or cloud products.
- 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.
- 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 performanceconduct regular 1:1s, team meetings, and performance appraisals.
- Screen, interview, and onboard technical talent, ensuring knowledge transfer and ongoing up-skilling.
- 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Head - Network OperationsEmployement Type: Full timeContact Details:
Company: OracleLocation(s): Hyderabad
Keyskills: networking project management technical leadership it support product support product management team dbms artificial intelligence computation troubleshooting agile service delivery management support management infrastructure services itil
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