Job Description

Accountable for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products and related implementation services. Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers. Leading contributor individually and as a team member, providing direction and mentoring to others. Build significant long-term relationships with key customer contacts. Understand the customer's industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions. Work collaboratively with Sales, the Customer Service Manager and the customers to determine their needs and identify appropriate solutions. Coordinate delivery of Support Services. Involvement in at least 5 successful customer engagements, focusing on customer service delivery and management. Conduct periodic Account Planning and Account Reviews, tracking and communicating status on complex projects including risk identification and mitigation recommendations. Execute Project Management principles - managing contract cost, resources and scheduling, scope and risk management. Identify and submit delivery leads for new opportunities and contract renewals. Has detailed knowledge and demonstrated execution of Oracle policies, procedures, reporting, escalation process and delivery tools with complex contracts. May take a project lead role. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. 7-10 years Enterprise implementation experience, IT Service management, Project management or Account Management experience and/or Advanced Educational degree. Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent. Subject Matter expertise in industry or product(s). Ability to effectively communicate and engage with senior executives. Demonstrated expertise in large (multi-site or international) IT projects. Working Globally is desirable.



Career Level - IC4



Our Team

Oracle Customer Success Services (CSS) enable organizations to leverage their Oracle investments to extend into the cloud with greater value, choice, and confidence. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.


Oracle Advanced Customer Services has industry-leading expertise with the highest customer satisfaction to support customer business every step of the way.


Part of our growth strategy, we are recruiting an experienced Technical Account Manager (TAM) with extensive service delivery / operations background with Oracle products.



Our Ideal Candidate:

Our ideal candidate will typically be expected to demonstrate the following attributes:


• Good technical skills in Oracle Database and in any one of the Oracle Applications such as Fusion Applications, EBS, PSFT & JDE etc.
• Knowledge & experience in Exadata, ExaCS and Oracle Cloud Infrastructure.
• Understanding of Technical architecture, operating systems and network.
• Strong understanding of Incident Management process in a production IT Environment and IT Operations.
• Good understanding of Problem Management, Change Management and Event Management processes.
• Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization preferably in Infrastructure areas.
• Demonstrated ability to effectively coordinate resolution efforts for escalated issues.
• Good understanding of the business impacts of critical situations.
• Demonstrated ability to effectively communicate at the technical and business management level.
• Should have a strong customer facing skills.
• Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts.
• Excellent team player, willing to learn new technologies & problem-solving skills.
• Strong organization skills, detail oriented & communication skills. .
• University degree, with post graduate technical or management qualifications or other relevant experience.
OCI Certified / ITIL Foundation Certification in IT Service Management / PMP.
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Your Qualifications:

The candidate should have 11+ years of experience in Oracle products including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application or infrastructure/database projects. High commitment with his/her customers is must.


The role will be based in Bangalore / Hyderabad / Delhi.



Your Responsibilities:

Key tasks include, but are not limited to, the following:


SCOPE:

• Manage service delivery activities for customer's diversified set of Oracle Products deployed on Cloud & On-Premises.
• Represent as a single point of contact between customer & Oracle.
• Manage the service delivery through virtual team of resources.
• Establish priorities & Service growth plans for customers aligned to Oracle's Cloud Strategy.
Work on improvement initiatives as required
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ACCOUNTABILITIES:

• Review existing services & contracts and understand the scope thoroughly.
• Generate & manage service delivery plan, key deliverables, marshal resources as required, RACI, risks, issues and dependencies according to ACS standards.
• Deliver regular business and operational reviews to key business stakeholders.
• Implement Service Improvement policy and processes.
Manage and co-ordinate changes in customer environments per customer strategy.
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RESPONSIBILITIES:

• To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
• Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
• Serve as an escalation point of contact with the primary focus on restoring the services.
• Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.
• Ensuring that effective communication is maintained with the Executives, Business Leadership during an incident.
• Analyze data and prepare reports in support of periodic service reviews, including operational metrics and service level reports
• Coordinating the resolution of incident by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling/issues