Job Description

The Director, Engineering Escalations and Analytics (Middleware Software and Cloud Services) will lead the resolution of complex technical escalations and leverage data analytics to proactively improve customer outcomes. This role requires experience in technologies like application servers (WebLogic, Tomcat, etc.), Java-based applications, databases, and cloud services. A strong focus on customer success will be critical, as you work to quickly resolve escalations and analyze trends to prevent recurring issues.

In this leadership role, you will also harness data analytics to identify patterns in escalations, drive process improvements, and deliver insights that improve the customer experience. You will partner cross-functionally with teams to ensure technical issues are addressed efficiently and that proactive measures are taken to optimize product performance for customers.

Key Responsibilities

• Lead and manage escalations for high-severity, complex technical issues related to ensuring fast, efficient resolutions that enhance customer trust in the Oracle stack.

• Act as the key point of contact for technical escalations, focusing on resolving issues that impact customer satisfaction and long-term success.

• Leverage data analytics to monitor escalation trends, uncover patterns, and provide data-driven insights to improve both customer outcomes and product performance.

• Work closely with engineering, operations, and customer support teams to analyze customer data, diagnose recurring issues, and ensure long-term fixes are implemented across middleware and cloud services.

• Lead root cause analysis for escalated issues, driving systemic improvements to prevent future escalations and improve overall product reliability.

• Collaborate with cross-functional teams to identify predictive analytics opportunities, using data to anticipate customer issues and enhance the reliability of the Oracle technology stack.

• Develop escalation processes, policies, and best practices with a data-driven focus, ensuring continuous improvements that prioritize customer satisfaction.

• Provide analytics-driven post-mortem reports on major escalations, presenting trends and actionable insights to senior leadership to drive improvements in product and service delivery.

• Mentor and guide the engineering escalations and analytics team, fostering a culture of technical excellence, customer-centricity, and data-driven decision-making.

• Drive initiatives to automate troubleshooting processes and streamline escalation handling, reducing manual intervention and improving response times.

• Participate in the on-call rotation for escalations, ensuring swift, data-informed handling of high-priority incidents and maintaining a focus on customer experience.

Career Level - M4

Responsibilities

Qualifications

• Education: Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience). A Master’s degree or relevant certification is a plus.

• Experience:

• 10+ years of experience in technical roles within middleware software, cloud services, or distributed systems.

• 5+ years in a leadership role managing engineering escalations, customer incidents, or technical troubleshooting, with a focus on data analytics and customer success.

• Strong background in using analytics tools to analyze operational data, improve service delivery, and provide actionable insights to enhance customer outcomes.

• Technical Skills:

• Understanding of middleware architectures, including application servers, messaging systems, and integration platforms.

• Experience in aiding with diagnosing and resolving Java-based application performance issues and middleware system errors.

• Hands-on experience with data analytics tools (e.g., SQL) to drive insights and improvements in customer escalations and system performance.

• Familiarity with cloud services and architectures (e.g., hybrid and multi-cloud environments) as well as the integration of middleware solutions.

• Soft Skills:

• Strong leadership and communication skills, with the ability to work across teams and engage with customers.

• Excellent analytical, problem-solving, and decision-making abilities, with an emphasis on data-driven insights and customer satisfaction.

• Ability to thrive in high-pressure environments, managing multiple priorities while maintaining a focus on customer success and continuous improvement.

Preferred Qualifications

• Experience in large-scale enterprise middleware deployments, cloud migrations, or similar projects.

• Proven track record of using data analytics to improve operational efficiency, reduce escalations, and drive customer success.

• Familiarity with ITIL practices or incident management frameworks, with a focus on data-driven improvements.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

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

US: Hiring Range: from $109,100 to $223,500 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.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer