Oracle
Albany, NY, USA
Job Description A Cloud Support Operations Manager oversees the delivery and continuous improvement of regional support services. They lead support teams, monitor service levels, and implement best practices to ensure KPI performance to maximize uptime. Their responsibilities include optimizing support processes, collaborating with cross-functional teams, and ensuring compliance with security and operational policies. Responsibilities Process Improvement: Develop, implement, and optimize operational processes and support workflows for efficiency, reliability, and customer satisfaction. Service Level Management: Monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to ensure high-quality service delivery. Regional Communication: Serve as an escalation point for regions, maintaining strong relationships and ensuring clear, timely communication. Collaboration: Work closely with product, engineering, and...


