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. 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. Career Level - M2