Manager, Support Engineering
About The Position
The Manager, Support Engineering manages an Incident Response Center team that coordinates responses to customer technology outages and service disruptions. The role oversees shift operations, sets priorities, balances staffing across incoming calls and active incidents, and serves as the escalation point for complex incidents and urgent customer issues. The manager engages technical teams and leadership to support timely service restoration, coaches team members on incident execution, customer communication, and documentation quality, and ensures clear shift handoffs and follow-through on unresolved issues. The role monitors response times, incident progress, and service performance to identify gaps and improve team effectiveness. It partners with technical and operational leaders to address recurring problems, expand knowledge resources, and improve incident response processes and tools. The stated U.S. hiring range is $73,200 to $166,100 per annum. The role may be eligible for bonus and equity. Oracle offers a comprehensive benefits package, with eligibility and details depending on employee circumstances and applicable terms.
Responsibilities
- Lead shift operations for the Incident Response Center, balancing staffing across incoming calls, active incidents, and urgent customer needs.
- Oversee responses to technology outages and service disruptions, ensuring clear ownership, timely escalation, and coordinated service restoration efforts.
- Serve as the escalation point for complex incidents, engaging technical specialists, support teams, and leadership as needed.
- Coach Incident Managers, Situation Managers, and Technical Leads on incident execution, communication, prioritization, and decision-making.
- Ensure accurate incident documentation, timely status updates, and clear handoffs between shifts.
- Monitor response times, incident progress, staffing coverage, and service quality; address performance gaps and operational blockers.
- Identify recurring issues and partner with technical teams to support corrective actions and reduce customer impact.
- Maintain procedures, training materials, and knowledge resources that strengthen team readiness and consistency.
- Drive improvements to incident response processes, tools, and automation.
- Manage team performance and development through feedback, goal setting, training, and participation in hiring and promotion decisions.
Benefits
- Medical, dental, and vision insurance, including expert medical opinion
- Short-term and long-term disability
- Life insurance and accidental death and dismemberment insurance
- Supplemental life insurance for employees, spouses, and children
- 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, including flexible vacation for eligible salaried employees or accrued vacation for other eligible employees
- 11 paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
- Possible bonus and equity eligibility
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
