Job Description

Job Category: Support
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About the Company / Team
We are part of a global technology organization delivering enterprise-grade solutions to customers worldwide. The Support organization plays a critical role in ensuring customer success post-sales by providing high-quality services, expert guidance, and proactive issue resolution. Our mission is to act as a trusted advisor and advocate for customers, enabling them to maximize value from complex technology environments while maintaining the highest levels of satisfaction and operational excellence.
Job Summary
The Technical Project Manager - Support Services serves as a primary technical and operational point of contact for enterprise customers during service implementation, onboarding, and escalation scenarios. This role combines strong project management expertise with deep technical knowledge across infrastructure, networking, Linux, virtualization, and cloud environments. You will lead complex post-sales engagements, resolve critical issues, and collaborate closely with internal teams to deliver seamless customer experiences with minimal management oversight.
Responsibilities:
Key Responsibilities

• Act as the primary customer interface during post-sales service implementation, setup, and escalation management.
• Lead and manage complex technical projects, ensuring timely delivery, risk mitigation, and clear communication with stakeholders.
• Troubleshoot and resolve highly complex, business-critical customer issues, often involving previously unknown scenarios.
• Provide expert guidance on Electronic Support Services usage, configuration, and optimization.
• Collaborate with internal engineering, support, and leadership teams to drive issue resolution and service improvements.
• Serve as an internal Subject Matter Expert (SME), advising colleagues on customer environments, escalations, and best practices.
• Maintain high levels of customer satisfaction, particularly with Fortune 100 and enterprise customers under pressure.
• Continuously develop and maintain technical expertise across infrastructure, networking, cloud, and monitoring technologies.

Qualifications & Skills
Mandatory

• Bachelor's degree in a relevant discipline or equivalent professional experience.
• Minimum 10 years of experience in a senior Technical Project Manager role within an IT support or services organization.
• Strong hands-on experience with Project Management methodologies and tools.
• Proven experience working with networking concepts and devices, including firewalls and routers.
• Demonstrated experience implementing and supporting Linux environments, virtualization, public and private cloud platforms, and monitoring tools (on-premises and cloud-based).
• Excellent written, verbal, and presentation communication skills in English.
• Proven ability to work directly with English-speaking enterprise customers, including in high-pressure escalation scenarios.
• Strong analytical, problem-solving, and decision-making skills with minimal supervision.

Good-to-Have

• Expertise in one or more Oracle products.
• Experience with cloud-based services and enterprise cloud architectures.
• Background supporting Fortune 100 customers or large-scale global enterprises.
• Relevant project management or technical certifications (e.g., PMP, ITIL, cloud certifications).

Self-Assessment Questions

• Do I have at least 10 years of experience managing complex technical projects within an IT support or services environment?
• Have I successfully led implementations or troubleshooting efforts involving Linux systems, virtualization, and cloud platforms?
• Am I confident working with networking concepts, firewalls, and routers to diagnose and resolve customer issues?
• Can I independently manage high-pressure customer escalations while maintaining clear communication and customer satisfaction?
• Do I regularly act as a technical advisor or SME for customers and internal teams on complex infrastructure or support challenges?

Expected to be an expert member of the troubleshooting/avoidance team and have highly developed skills in solving extremely complex (often previously unknown) and critical customer issues. While performing your assigned tasks with a high level of autonomy and reporting to management on customer status and technical issues on a regular basis, you are expected to work with very limited guidance from management. Additionally, Oracle customers and employees will look to you for expert technical advice.
Qualifications:
Career Level - IC4
About Us:
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and 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 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.

Skills Required