Database Product Support Manager - High Availability

Oracle - Colorado Springs, CO

Full-time - Manager

Colorado Springs, CO

Publishing Industries

About the position

As a Database Product Support Manager specializing in High Availability, you will serve as a key advocate for customer needs, delivering post-sales support and solutions to Oracle's customer base. This role involves managing a team of technical professionals, establishing departmental objectives, and ensuring the attainment of goals while maintaining high customer satisfaction. You will frequently interact with customers and other managers, facilitating resolutions to customer issues and managing escalations effectively.

Responsibilities

• Facilitate expediting resolutions to customer issues and manage escalations by effectively communicating and reporting using internal tools.
• Responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• Establish and communicate departmental objectives and implement plans to assure attainment of goals.
• Interact frequently with customers and other managers to ensure alignment and satisfaction.
• Lead the team to create technical documents relating to unresolved issues or workarounds that are not officially documented.
• Provide technical direction to team members to resolve technical issues and improve service delivery.
• Conduct weekly interface calls between Support and Development teams discussing critical/aging issues.

Requirements

• 10 years of Oracle database experience including 5 years of experience in Support Engineer or Management Roles (preferably in a support environment).
• Bachelor's degree in Computer Science or equivalent technical experience.
• Strong technical experience as an Oracle DBA on Oracle 8i/9i/10g/11gR2/12c/19c or other database products.
• Experience in a Real Application Cluster (RAC) Environment is a plus.
• Ability to function under pressure in critical situations and lead a team of Support Engineers.

Nice-to-haves

• Coaching and mentoring skills to train engineers on technical and process fronts.
• Demonstrated good employee relationship and organizational skills.

Benefits

• Flexible medical, life insurance, and retirement options.
• Volunteer programs to encourage community engagement.