Technology Cloud Engineering Director

3 days ago

Tin Shui Wai, Hong Kong SAR China Oracle Systems Hong Kong Ltd Full time

The Cloud Support Manager/Director is a critical leader who acts as the customer's champion within Oracle Cloud Engineering Organization. This role commands the end-to-end resolution process for high-priority, technically complex customer issues related 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. Education 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. #J-18808-Ljbffr

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