Project Manager 4 - Ops

Cloud Support Operations Manager

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 other internal teams to address recurring issues, drive root cause analysis, and develop solutions.
• Resource Planning: Allocate resources effectively to meet support demands, including shift scheduling and capacity planning.
• Knowledge Management: Promote and maintain documentation of known issues, troubleshooting guides, and best practices for both internal teams and end users.
• Compliance & Security: Ensure all support activities comply with organizational security, privacy, and regulatory requirements.
• Continuous Improvement: Foster a culture of continuous improvement through training, process reviews, and leveraging feedback.

Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $41.83 to $85.63 per hour; from: $87,000 to $178,100 per annum. May be eligible for equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: medical, dental, and vision insurance, including expert medical opinion; short term disability and long term disability; life insurance and AD&D supplemental life insurance (Employee/Spouse/Child); health care and dependent care Flexible Spending Accounts; pre-tax commuter and parking benefits; 401(k) Savings and Investment Plan with company match; paid time off: flexible vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. 11 paid holidays; paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours; paid parental leave; adoption assistance; Employee Stock Purchase Plan; financial planning and group legal; voluntary benefits including auto, homeowner and pet insurance.