Job Description

The Cloud Support Manager will provide Customer Support for OCI’s most strategic customers, providing ‘white glove treatment’ tailored to our customer needs.

Oracle Cloud Infrastructure team is continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Support team is responsible for making sure our customers receive prompt & informative answers that quickly solve any question or issue they have encountered. For those who want to lead others in a challenge, want to dive in deep and learn the technologies our products are built on, and want to lead the team that provides customers with the exact experience that you would expect in their shoes, this is the position for you.

As the Cloud Support Manager, you will act as the voice of the customer to influence prompt service request resolution and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform. You will be responsible for managing a team of customer focused Engineers with support and operations experience to build a world-first and best in class customer experience blending customer support, operations, engineering, and communication disciplines. The position will be responsible for the day-to-day activities of the customer support team as well as management of customer issues, questions and assistance as they arise, working with global internal and external teams.

Career Level - M2

Responsibilities

Job Responsibilities Include:

• Manage a team of customer focused support engineers from a diverse set of technical, educational, and professional backgrounds, working a 24/7 shift rotation.

• Have a data-driven mindset and passion focused on providing an exceptional customer experience.

• Leads dedicated support team during escalations, exceeding customer expectations.

• Focus on operations/incidents & issues with an emphasis on resolving problems quickly and efficiently, sometimes with the assistance of service teams.

• Document key learnings and other relevant details as part of the support your team provides in order to create a feedback loop with senior leadership and service teams.

• Continually improve skills of your team through work experience, 1:1 meetings, goal setting and development.

• Coach and mentor personnel to ensure working efficiently and accurately in a team oriented professional culture that emphasizes the customer experience and putting customer’s first.

• Assess service request priority, escalating as necessary through the proper channels to resolve issues quickly, to help the team meet expected metrics and SLA’s.

• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.

• Prepare team performance evaluations and/or reports to identify areas of growth opportunity or improvements.

• Should have a passion for technical and troubleshooting complex customer problems with the ability to effectively communicate to other relevant teams.

• Represents customer on highly sensitive and escalated issues and bridge calls.

• Attends customer meetings to provide reporting and support status updates.

• Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.

• Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners.

• Participate in an on-call schedule as part of a 24/7 leadership rotation.

Skills and Experience

• Bachelor’s degree or equivalent experience in Computer Science or technology related field.

• Experienced front-line, client facing manager with 5+ years people management or technical lead experience, leading customer focused teams.

• Experience in building teams including recruiting, hiring, performance management and talent reviews.

• Experience in developing senior ICs.

• 5+ years’ customer operations or support oriented experience.

• Customer experience obsession, passion for delighting customers and constantly improving

• Strong understanding of cloud concepts and platforms

• Proven ability to quickly learn new technical information, mentor and train others.

• Excellent written and verbal communication skills with a comfort working with customers in person, by phone, or by email.

• Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills

• You should embody core values of trust, passion, performance, professionalism, and respect.

• Preferred experience in either Oracle Cloud Infrastructure, AWS, Azure or GCP.

• Preferred experience in compute, storage and networking and cloud concepts.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $77,600 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer