Manager, Support Engineering

About the job

Manages an Incident Response Center team responsible for coordinating the response to customer technology outages and service disruptions. Oversees shift operations, sets priorities, and balances staffing across incoming calls and active incidents. Serves as the escalation point for complex incidents and urgent customer issues, engaging technical teams and leadership to support timely service restoration. Coaches team members on incident execution, customer communication, and documentation quality. Coordinates clear handoffs between shifts and ensures follow-through on unresolved issues. Monitors response times, incident progress, and service performance to identify gaps and improve team effectiveness. Partners with technical and operational leaders to address recurring problems, expand knowledge resources, and improve incident response processes and tools.

Responsibilities

Key Responsibilities

• Lead shift operations for the Incident Response Center, balancing staffing across incoming calls, active incidents, and urgent customer needs.
• Oversee the response to technology outages and service disruptions, ensuring clear ownership, timely escalation, and coordinated efforts to restore service.
• 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.

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $73,200 to $166,100 per annum. May be eligible for bonus and 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:

1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Additional Information

• Job Identification: 348469
• Job Category: Services and Support
• Posting Date: 2026-10-22
• Role: People Manager
• Job Type: Regular Employee
• Does this position require a security clearance?: No
• Years: 6 to 10+ years
• Additional Info: Visa / work permit sponsorship is not available for this position
• Applicants are required to read, write, and speak the following languages: English