Principal Technical Account Manager (OCI, ExaCS)

Oracle Cloud Infrastructure Technical Account Manager (TAM)



 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 Customer Success 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. (OCI, ExaCS)

 Our Ideal Candidate: 



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

Good technical knowledge in Oracle Cloud Infrastructure

Knowledge & working experience in ExaCS

Understanding of Technical architecture landscape

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 very dynamic business.

Excellent team player, willing to learn new technologies

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

 Your Qualifications: 



The candidate should have 12+ years of IT experience which includes Service Delivery Management experience and have a track record in collaborating with large-scale global teams. High commitment with his/her customers is must.

 The role will be based out of Bangalore/NCR/Mumbai  

Career Level - IC4

Responsibilities 
 Your Responsibilities 


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







 SCOPE: 

Manage service delivery activities for customers Oracle Cloud Infrastructure setup

Represent as a single point of contact between customer & Oracle.

Manage the service delivery through virtual team of resources from multiple XLOBs

Establish priorities & Service growth plans for customers aligned to Oracles Cloud Strategy.

 ACCOUNTABILITIES 

Customer handover from Service Desk & Customer

Introduction

Schedule & Deliver Service Kickoff with Customer & Internal Stakeholders

Prepare the Joint Contact & Escalation Guide (JC&EG)

Request for Cloud Delivery Architect (CDA) to be assigned for Discovery of customer environment in OCI

CSS Problem Management Notification

Customer Information Setup in Fusion CX (Internal tool)

Digital Learning- My Learn Admin Account Setup

 RESPONSIBILITIES 

Prepare & deliver Monthly Service Reviews to customer

Monthly Incident Analysis Reports- Trend Analysis & Status of Remediation

Deliver Quarterly SVRs

Act as Incident Communicator during Major Incidents

Join/Co-host External War Room with Service Desk and customer

Responsible for sharing RCA with customer & Remediation follow-up

Responsible to track & Report Digital Learning Consumption in OCI

Analyze OCI cost consumption data and report findings to customer

Coordinate with XLOBs during any Major incidents to drive incident resolution

Issue and Risk Management

Escalation Management

 Technical Expertise: 

 Cloud Infrastructure Knowledge: 

Proficient in Oracle Cloud Infrastructure.

Experienced in ExaCS.

Knowhow of OCI network architecture

Tech Skills:MAA, Disaster Recovery, Security, Backups, Compliance, Capacity Planning

Oracle Cloud Certification:Foundation, Associate Architect

 Soft Skills: 

Able to consider diverse perspectives

Ability to articulate and translate customer needs into solutions.

Demonstrates creativity and innovativeness.

Stakeholder management:Strong ability to manage stakeholders effectively.

Customer management:Strong ability to manage customer expectations

Excellent communication abilities

Ability to communicate with virtual XLOB team(s)

Ability to lead and drive technical discussions related to Oracle Cloud Infrastructure

Skills:
Customer Engagement,ExaCS,OCI (Oracle Cloud Infrastructure),Service Delivery