Job Info :
Job Family Locations
Support BENGALURU, KARNATAKA, India
Posting Date Apply Before
6/20/22 12/22/21
Department Description:
The Oracle Cloud Infrastructure team is building a new technology organization. This new entity is being constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world class engineering center with the laser focus on excellence.
Oracle’s extensive enterprise customer base is looking for rock solid cloud solutions that provide the same reliability and effectiveness that they have come to expect from Oracle. As a trusted Enterprise vendor, Oracle is in the early stages to provide highly cost effective compute, storage, & PaaS Cloud solutions to its customer base.
Position Overview:
The position is for a Product Support Manager with a technology and software support background. Responsible for leading a team of Cloud Technical Support Engineers providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this team is to provide customer service on a technical and functional level and to ultimately drive complete and total resolution of each service incident and to proactively work issues with design for product improvement. This typically involves troubleshooting, then collaborating with functional and technical teams, often helping to resolve issues in areas such as middleware and cloud services & infrastructure.
This management position will be based out of Bangalore, India Support Center. Must be physically located in Bangalore,. Must be willing to assist with evening and weekend/ Public Holiday Duty Manager Coverage rotations.
Required Experience & Skills:
Previous people management experience, particularly in fast paced, Cloud support environment is required.
Ability to communicate and collaborate across all levels of the organization, both verbally and in writing.
Past experience in Infrastructure and/or cloud support services.
Technical skills in areas such as:
IaaS Concepts/Architecture/Certification
OS Administration (Linux/Windows)
Cloud Core Components such as: Compute, Networking (Virtual Cloud Network) and Storage (Block Volume & Object Storage)
REST-API Concepts
LBaaS /Webserver / F5
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).
Contacts
ajay.wadhwa@oracle.com
geetha.ap@oracle.com
