This role is a customer facing Product Support Senior Manager reporting to the Director of the Storage and Virtualization Operating Systems Global Customer Support team.  This candidate will be managing an Americas-based (including but not limited to: Costa Rica and Mexican)  team of top talent Technical Support Engineers.

You will interact with peers and stakeholders globally to ensure excellence in proactive and reactive customer support and product development.. You will represent Oracle Linux Virtualization Manager (OLVM) and Oracle Virtualization Manager (OVM) to the customer and advocate for them within the Global support and development organizations.  You will be responsible for retaining and attracting top talent engineers as part of a tight collaborative global team.  You will ensure your team is delivering customer service at the highest level and meeting business objectives.  Strong customer communication, criitical escalation and management skills are required.  You will also interact with Service Readiness and Engineering teams to drive product quality prior to and post product release.  The position requires off hours, on call or weekend work as the global business needs dictate.

Responsibilities:

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 Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).





Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.