Manager, Support Engineering
Oracle · Nashville
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.
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Manages a team coordinating the response to customer technology outages and service disruptions, oversees shift staffing and service delivery, and serves as the escalation point for complex incidents and urgent customer issues.