甲骨文Technology Cloud Engineering Director
任职要求
Provides direction, leadership, and specialist knowledge to Cloud Solution team to assist in designing, demonstrating and deploying Oracle Cloud architectures that address customer business problems. Guides team to drive Oracle Cloud customer consumption through accelerating the adoption of Oracle cloud services. Career Level - M4
工作职责
Responsible for directing and managing resources, typically through others, to work with customers, sales, engineering, and product teams to design and implement solutions for customers. Establishes and communicates business objectives, metrics and plans to ensure attainment of business strategy. Manages the implementation of solutions, ensures successful deployments, provides direction on code development and scripting. Oversees the support of customers from Proof of Concept (POC) through production deployment of services, resource configuration, planning, and customer education/training. Frequent interaction with C level.
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.
• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements. • Respond to and resolve critical customer issues as part of a 24x7 on-call rotation.
• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements. • Respond to and resolve critical customer issues as part of a 24x7 on-call rotation.
