Job Description
The Cloud Support Manager/Director is a critical leader who acts as the customer's
champion within Oracle Cloud Engineering Orgnization. This role commands the endto-
end resolution process for high-priority, technically complex customer issues
realted to OCI that cannot be resolved at the customer facing team. You will serve as
the nerve center for crisis management, orchestrating collaboration between top-tier
engineers, product managers, and leadership to drive issues to a swift and complete
resolution. Your success will be measured by your ability to minimize customer impact,
restore service, and enhance customer satisfaction through clear communication and
relentless problem-solving.
Responsibilities
• Incident Command: Own and manage the lifecycle of escalated customer incidents
from initiation to resolution, serving as the primary point of contact for all stakeholders.
• Cross-Functional Leadership: Assemble and lead virtual, cross-functional teams of
subject matter experts from OCI Support, Engineering, Operations, and Product
Management to investigate, diagnose, and resolve complex technical problems.
• Stakeholder Communication: Deliver clear, concise, and timely updates to customers
and internal stakeholders, including executive leadership. Manage expectations and build
confidence throughout the resolution process.
• Technical Problem Solving: Facilitate technical deep-dives and drive the root cause
analysis (RCA) process to ensure that permanent solutions are implemented to prevent
future occurrences.
• Customer Advocacy: Act as the voice of the customer within OCI, ensuring their needs
are prioritized and that their feedback contributes to product and process improvements.
• Process Improvement: Analyze escalation trends and identify opportunities to enhance
support processes, documentation, and training to reduce the frequency and impact of
future escalations.
• Reporting and metrics: Track, analyze, and report on key performance indicators
(KPIs) for the escalation process, such as resolution times, escalation rates, and customer
satisfaction scores.
• Team mentorship: Provide informal coaching and guidance to less experienced support
staff on handling escalated cases and improving overall service quality.
Minimum qualifications:
Education:
Confidential – Oracle Internal
• Bachelor's degree in Computer Science, Engineering, a related technical field, or
equivalent experience demonstrating strong technical knowledge.
Experience:
• 5+ years of experience in a technical support, site reliability, or engineering role for a
large-scale cloud platform.
• 2+ years of experience in an escalation management, incident management, or technical
account management role.
Skills:
• Demonstrated ability to manage complex technical projects and lead cross-functional
teams under pressure.
• Exceptional communication, negotiation, and de-escalation skills, with the ability to
articulate technical issues to both technical and non-technical audiences.
• Strong understanding of cloud infrastructure components, including compute, storage,
networking and security.
Preferred qualifications:
• OCI certification or hands-on experience with Oracle Cloud Infrastructure.

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The Cloud Support Manager/Director is a critical leader who acts as the customer's champion within Oracle Cloud Engineering Orgnization

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Career Level - M4

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Job Description
The Cloud Support Manager/Director is a critical leader who acts as the customer's
champion within Oracle Cloud Engineering Orgnization. This role commands the endto-
end resolution process for high-priority, technically complex customer issues
realted to OCI that cannot be resolved at the customer facing team. You will serve as
the nerve center for crisis management, orchestrating collaboration between top-tier
engineers, product managers, and leadership to drive issues to a swift and complete
resolution. Your success will be measured by your ability to minimize customer impact,
restore service, and enhance customer satisfaction through clear communication and
relentless problem-solving.
Responsibilities
• Incident Command: Own and manage the lifecycle of escalated customer incidents
from initiation to resolution, serving as the primary point of contact for all stakeholders.
• Cross-Functional Leadership: Assemble and lead virtual, cross-functional teams of
subject matter experts from OCI Support, Engineering, Operations, and Product
Management to investigate, diagnose, and resolve complex technical problems.
• Stakeholder Communication: Deliver clear, concise, and timely updates to customers
and internal stakeholders, including executive leadership. Manage expectations and build
confidence throughout the resolution process.
• Technical Problem Solving: Facilitate technical deep-dives and drive the root cause
analysis (RCA) process to ensure that permanent solutions are implemented to prevent
future occurrences.
• Customer Advocacy: Act as the voice of the customer within OCI, ensuring their needs
are prioritized and that their feedback contributes to product and process improvements.
• Process Improvement: Analyze escalation trends and identify opportunities to enhance
support processes, documentation, and training to reduce the frequency and impact of
future escalations.
• Reporting and metrics: Track, analyze, and report on key performance indicators
(KPIs) for the escalation process, such as resolution times, escalation rates, and customer
satisfaction scores.
• Team mentorship: Provide informal coaching and guidance to less experienced support
staff on handling escalated cases and improving overall service quality.
Minimum qualifications:
Education:
Confidential – Oracle Internal
• Bachelor's degree in Computer Science, Engineering, a related technical field, or
equivalent experience demonstrating strong technical knowledge.
Experience:
• 5+ years of experience in a technical support, site reliability, or engineering role for a
large-scale cloud platform.
• 2+ years of experience in an escalation management, incident management, or technical
account management role.
Skills:
• Demonstrated ability to manage complex technical projects and lead cross-functional
teams under pressure.
• Exceptional communication, negotiation, and de-escalation skills, with the ability to
articulate technical issues to both technical and non-technical audiences.
• Strong understanding of cloud infrastructure components, including compute, storage,
networking and security.
Preferred qualifications:
• OCI certification or hands-on experience with Oracle Cloud Infrastructure.