Oracle

Product Support Manager

Job Description

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.

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 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.

Required Qualifications:

  • 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.
  • Bachelor’s degree or equivalent experience.
  • 3+ years of IT support management experience, primarily with core infrastructure or cloud products.

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.

 


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