{"id":1193590,"url":"https://alion.io/job/oracle-senior-manager-support-engineering-6","title":"Senior Manager, Support Engineering","company":{"id":53,"name":"Oracle","domain":"oracle.com","url":"https://alion.io/company/oracle","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":92,"open_postings":202,"ghost_share":0,"stale_share":0.505,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":98700,"max":209500,"currency":"USD","period":"year","gross":null,"usd_annual":209500},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-09-24T14:46:21Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T21:34:43Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Leads a rapidly growing, high-visibility Federal Customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. Manages managers and individual contributors while building the leadership capacity, operational discipline, and team capability required to scale successfully.\nOversees Command Center operations and serves as a senior escalation point for complex customer-impacting issues. Ensures the organization delivers timely intake, triage, issue resolution, escalation, communication, and coordination across internal teams and customer stakeholders.\nOwns the operating model, staffing strategy, performance, and operational results for the organization. Partners closely with Workforce Management and leaders across Federal and Commercial Support to plan coverage, manage changing demand, respond to volume spikes, and deploy resources where they can have the greatest business impact.\nThis role requires a strong operational leader who can communicate clearly with senior executives and customer stakeholders, use data to drive decisions, and lead teams through fast-moving, high-visibility situations. The leader will help shape a growing organization and create meaningful development and advancement opportunities for managers and individual contributors.\nCustomer Service and Support Advocacy:\nLeads Command Center operations and customer support delivery for Federal Customers, ensuring timely, accurate, and effective service.\n\nServes as a senior escalation point for significant customer-impacting issues, operational risks, and complex support situations.\n\nEstablishes standards for customer engagement, issue handling, communication, documentation, and shift handoffs.\n\nEnsures customer-reported issues are accurately documented, assigned, tracked, communicated, and resolved or routed to the appropriate technical, consulting, or product team.\n\nBuilds strong working relationships with customer stakeholders, Support Engineering, Consulting, Federal Support, Workforce Management, and other internal partners.\n\nProblem-Solving and Resolution:\nOversees the resolution and escalation of high-impact support issues, ensuring clear ownership, timely action, accurate statuscommunication, and appropriate handoff through closure.\n\nIdentifies recurring issues, volume drivers, operational gaps, and customer-impact trends. Leads cross-functional action plans to improve outcomes and reduce recurrence.\n\nCoordinates with consulting, technical, product, infrastructure, quality assurance, and development teams to address complex issues and implement long-term solutions.\n\nEnsures escalation paths, decision rights, response expectations, and communications protocols are clear and consistently followed.\n\nProvides concise, executive-ready updates on material incidents, operational status, customer impact, risks, recovery actions, and decisions needed.\n\nOperational Leadership and Resource Management:\nLeads a growing organization of managers and individual contributors. Builds a scalable leadership structure that provides appropriate oversight, coaching, and accountability as the organization expands.\n\nOwns staffing strategy, operational readiness, employee deployment, performance, and results for the organization.\n\nPartners with Workforce Management to develop staffing plans, schedules, forecasts, capacity plans, contingency plans, and coverage models.\n\nPartners with leaders across Federal and Commercial Support to align resource deployment with business needs and customer commitments.\n\nBuilds leadership capability and succession plans that support organizational growth, team development, and advancement opportunities.\n\nPerformance Monitoring and Management:\nDefines and monitors operational KPIs, including contact volume, service levels, ticket intake and routing, resolution progress, backlog, escalations, customer-impact trends, and staffing performance.\n\nEstablishes real-time operational reporting and an executive update cadence that clearly communicates performance, customer status, emerging risks, key decisions, and required actions.\n\nUses data to identify capacity constraints, performance gaps, recurring issue drivers, and opportunities to improve staffing, workflows, and customer experience.\n\nLeadsoperational reviews and converts findings into measurable improvements for customer support and service delivery.\n\nDocumentation, Knowledge, and Process Improvement:\nDirects the development and maintenance of operating procedures, escalation paths, contact trees, shift handoff processes, and customer communication templates.\n\nEnsures documentation is accurate, practical, and consistently used across the organization.\n\nDrives knowledge management and training that prepare employees to handle customer inquiries, identify critical issues, and follow established triage and escalation processes.\n\nLeads continuous improvement initiatives that improve the speed, quality, consistency, and transparency of support delivery.\n\nCore Responsibilities\nPlanning & Execution:\nLeads complex operational initiatives across teams, ensuring staffing, readiness activities, timelines, risks, dependencies, and deliverables are actively managed.\n\nEstablishes and executes operating plans that support customer commitments, business priorities, resource readiness, and organizational growth.\n\nAdjusts operational plans quickly in response to changing volumes, customer impact, staffing constraints, or business priorities.\n\nCollaboration & Partnership:\nDrives strong partnerships across Support Engineering, Consulting, Federal Support, Commercial Support, Workforce Management, Product Development, Infrastructure, and executive leadership.\n\nAligns teams on operating expectations, issueownership, escalation paths, resource deployment, and customer communication.\n\nBuilds credibility with senior stakeholders through clear communication, disciplined execution, and sound judgment.\n\nProblem Solving:\nLeads teams in resolving complex operational and customer-supportissues where rapid coordination and clear decisions are required.\n\nReviews critical issues, interprets complex data, identifies root causes, and directs actions that reduce customer impact and prevent recurrence.\n\nBalances immediate customer needs with broader business requirements, ensuring resources are deployed where they have the greatest impact.\n\nContinuous Learning:\nBuilds a team culture that values preparation, accountability, knowledge sharing, and continuous learning.\n\nIdentifies skill gaps and develops training plans that improve readiness for customer support, triage, escalation management, operational reporting, and cross-functional coordination.\n\nCoachesmanagers and individual contributors to strengthen operational judgment, customer focus, data fluency, and leadership capability.\n\nContinuous Improvement:\nLeads the development and implementation of process improvements that increase the efficiency, consistency, and quality of support operations.\n\nUses performance data, employee feedback, customer feedback, and operational findings to prioritize improvement opportunities.\n\nEnsuressuccessful practices are standardized and applied across the organization.\n\nPerformance and Development:\nDrives performance through clear expectations, regular feedback, coaching, and accountability aligned with Oracle performance management processes.\n\nDevelops managers and individual contributors to build a strong leadership pipeline and support career growth.\n\nLeads hiring, talent planning, promotionreadiness, and succession planning to maintain the capacity and leadership coverage required by the business.\n\nRequired Qualifications\nDemonstrated experience leading customer support, service delivery, command center, contact center, or technical operations teams.\n\nExperience managing managers and individual contributors in a high-volume, high-visibility, time-sensitive environment.\n\nStrong executive communication skills, including the ability to communicate operational status, customer impact, risks, trends, and recommended actions to senior and executive leaders.\n\nStrong analytical skills and experience using KPIs, operational reporting, and workforce data to make staffing and performance decisions.\n\nExperience partnering with Workforce Management on forecasting, scheduling, capacity planning, and coverage models.\n\nDemonstrated ability to lead cross-functional teams, manage escalations, and coordinate issue resolution across technical and business organizations.\n\nAbility to operate effectively in a dynamic environment with changing demand, competing priorities, and critical customer commitments.\n\nTerms and Conditions\nU.S. citizenship is required.\n\nMust be eligible to complete required background investigation and public trust or other applicable federal access requirements.\n\nRole requires support for overnight, weekend, and other non-standard business hours as needed to meet business and customer requirements.\n\nKansas City is the primary preferred location.\n\nTravel may be required.\n\nMay require limited travel to customer sites or Oracle locations based on business need.\n\nDisclaimer: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.\nRange and benefit information provided in this posting are specific to the stated locations only\nUS: Hiring Range in USD from: $98,700 to $209,500 per annum. May be eligible for bonus and equity.\nOracle 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.\nCandidates are typically placed into the range based on the preceding factors as well as internal peer equity.\nOracle US offers a comprehensive benefits package which includes the following:\n1. Medical, dental, and vision insurance, including expert medical opinion\n2. Short term disability and long term disability\n3. Life insurance and AD&D\n4. Supplemental life insurance (Employee/Spouse/Child)\n5. Health care and dependent care Flexible Spending Accounts\n6. Pre-tax commuter and parking benefits\n7. 401(k) Savings and Investment Plan with company match\n8. 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.\n9. 11 paid holidays\n10. 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.\n11. Paid parental leave\n12. Adoption assistance\n13. Employee Stock Purchase Plan\n14. Financial planning and group legal\n15. Voluntary benefits including auto, homeowner and pet insurance\nThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.\nAs 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.","description_format":"text","description_chars":11801,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":true,"education":null,"security_clearance":true,"languages":[]},"benefits":["Continuous learning","Equity","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marine & Ocean Engineering","Data & Analytics","Information Technology","IT Infrastructure"],"lifecycle":[{"event":"open","at":"2026-09-24T17:48:26Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":4,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-09-24T23:54:21Z"},"pay":{"stated_usd_annual":209500,"is_top_pay":true},"html_url":"https://alion.io/job/oracle-senior-manager-support-engineering-6","json_url":"https://alion.io/job/oracle-senior-manager-support-engineering-6.json","meta":{"generated_at":"2026-09-24T23:54:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2001,"day_limit":5000,"remaining_today":2999,"minute_limit":60,"resets_at":"2026-09-25T00:00:00Z"}}}