Roles & Responsibilities

Job Description

Oracle Cloud Infrastructure (OCI) is building the next generation IaaS cloud service along with providing a world class cloud support experience. We are building a team of energetic, customer-focused service operations engineers to blending system admin, incident command, and NOC engineering disciplines. You’ll manage a dynamic team that learns broadly how our cloud platform works so you can be the bridge between product engineering and our partners.

As the Manager, you will act as the voice of the customer to influence product features and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform.

You should be a distributed systems generalist, able to architect broad systems interactions while being very hands-on, able to dive deep into any part of the stack and lower-level system interactions. You should value simplicity and scale, work comfortably in a collaborative, agile environment, and be excited to learn.

Job Responsibilities

• Supervise a team of technical engineers, ensuring that customer tickets are attended to following defined processes, and issues reported by customers are resolved by your team to customer’s satisfaction, within defined metrics and KPIs.
• Work closely with global managers, leaders, engineering managers and backend service/development teams to ensure that customer questions are addresses on time.
• Help team troubleshoot and debug complex issues reported by customer.
• Own end-to-end availability and performance of key metrics KPI of the team.
• Manage vendors / group of translation support engineers, define, and improve process for translation requests and make sure team members adhere and deliver translation needs.
• Responsible for Knowledge management in the region, encourage team members to contribute to Knowledge Management and track their contribution as per defined KPI.
• Perform the role of a Duty Manager to attend to customer escalation call back requests and speak to customer who are not satisfied with the progress or resolution of customer tickets, to make course correction on ticket operations.
• Prepare presentation and documents related to team’s performance and KPI achievements.
• Attend to weekly/ Bi-weekly/Monthly calls with management and customers, prepare the presentation data for the meeting, drive, and track action items from the meetings.
• Conduct regular one on one meeting with team members, conduct weekly team meeting to track, course correct team’s progress to achieve set target goals across all KPIs.
• Recruit, retain, and develop strong engineers while embodying OCI values and culture.
• Perform Midyear, Annual appraisal for team based on the performance of the team members.

Requirements

• Fluent in Japanese and English: This role will be responsible to manage Japan Team, therefore Japanese Language proficiency and English is essential to work frequently with clients and internal stakeholders based in Japan.
• Bachelor’s degree, in Computer Science, or equivalent work experience.
• 7-10 years or more equivalent work experience in managing support team providing IT support for customers in datacenter and cloud environments.
• Must have strong experience in Team Management, Customer escalation handling,
• Must have experience participating in or running incident bridges.
• Technical experience on IT cloud technical support, operations, NOC or similar is preferred
• Must understand cloud concepts and platforms.
• Must possess customer obsession, passion for delighting customers.
• Proven ability to quickly learn new technical domains and then train others.
• Must possess great verbal and written communication skills in Japanese and English
• Previous experience in making hiring decisions for technical teams.
• Must have experience in leading 24x7 teams, understand ITIL processes
• Must have good experience in team management for availability, performance improvement, appraisals, improvements, and meeting KPI targets.

The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

We offer unique opportunities for smart, hands-on leaders with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer’s business critical applications.

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).