Senior Technical Support & Operations Leader

Oracle; Philippines; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

Oracle is seeking a Lead to head a team of technical support engineers. You will guide operations, resolve escalations, and partner with cross-functional teams to improve service delivery and customer experience.

The role requires 5–7 years leading tech support, strong troubleshooting, and experience with Oracle/MICROS hospitality or retail products. It offers a hybrid schedule with Manila night shifts, three days on-site during training, then one day on-site weekly.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or equivalent.
• 5–7 years leading a technical support or service delivery team in a technology environment.
• Must be able to work rotating night shifts, with Manila night shift as core schedule, including weekends/holidays as required.
• Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter.

Responsibilities

• Lead and coach a team of technical support engineers, providing guidance and performance feedback.
• Oversee daily support operations, ensuring timely resolution of customer issues while meeting SLAs.
• Act as the primary escalation point for complex customer issues, coordinating with internal stakeholders.
• Monitor incident trends and team performance, identifying opportunities to improve support quality and customer experience.
• Partner with Engineering, Product Management, QA and other cross-functional teams to resolve recurring product issues.
• Lead initiatives to optimize support processes, automate workflows, and improve operational performance.
• Champion knowledge management with high-quality technical documentation and knowledge base articles.
• Contribute to strategic planning, resource management, and customer experience initiatives.

Skills

Technical leadership

Incident management

Cross-functional teamwork

Customer service

Problem solving

Coaching

Stakeholder management

SQL skills

Education

Bachelor’s Degree in Computer Science, Information Technology, Engineering or equivalent

Tools

Oracle DB qualifications/SQL

Job description

Oracle is seeking a Lead to head a team of technical support engineers. You will guide operations, resolve escalations, and partner with cross-functional teams to improve service delivery and customer experience.

The role requires 5–7 years leading tech support, strong troubleshooting, and experience with Oracle/MICROS hospitality or retail products. It offers a hybrid schedule with Manila night shifts, three days on-site during training, then one day on-site weekly.