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TAM Manager

3 months ago

Bengaluru, Karnataka, India Oracle Full time

Leadership and management of delivery team responsible 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. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and solve for our Electronic Support Services. A main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and called out issues.

Career Level - M2

Entry level manager with operational focus within a specialized area. Leads a specialized area which may have diverse functional elements. Accountable for territory revenue and utilization, and for delivery of other identified departmental results through successful direction of Account Management and/or Technical delivery resources within the business unit. Coordinate delivery of Support Services. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Ensures that operational policies are followed. Ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality/productivity improvement efforts and understanding strategies of the Oracle Support Services organization. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.

Technical Portfolio

Responsible for 24/7 support of Oracle production database services to ensure the highest standards of availability, resilience, integrity, security and performance required by the business systems in on-premise / Oracle Cloud or
Providing end to end Life Cycle management support for Oracle Database (Installation, Migration, Upgradation, Patching, Backup & Recovery, High Availability and Disaster Recovery Solution with RAC)
Manage Oracle Engineered Systems (Exadata, Super Cluster, Oracle Database Appliances etc)
To manage and resolve Service Requests logged by customers (internal and external) on Oracle Database products and contribute to proactive support activities according to product support strategy and model
Owning and resolving problems and managing customer expectations throughout the Service Request/ITIL (IM, CM, PM) lifecycle in accordance with global standards
Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools,
Create a RCA document after analyzing/fixing the issues
Contributing to Knowledge Management content creation and maintenance
Operating within Oracle business processes and procedures
Respond and resolve customer issues within Key Performance Indicator targets
Maintaining product expertise within the team
Developing and maintaining expertise around Oracle Database and OCI
Maintain an up-to-date and in-depth knowledge of new Oracle Database release

SKILLS & COMPETENCIES:
10+ Years of Strong Oracle Database Administration experience maintaining high availability of databases for global operation using Oracle RAC and Data Guard/Standby databases
Experience of managing multiple RDBMS on large systems
Deep understanding of Oracle Architecture, RAC, Grid Infrastructure(CRS,ASM), RMAN, Data Guard/Physical Standby
Should have performed multiple Patching cycles (one off patch, PSU Patches) of Grid Infrastructure and Database
Should have performed Major Database Upgrades
Solid Experience in Backup and Recovery
Strong Experience in Database Performance Tuning
Hands on experience of Oracle Database Migration
Hands on experience on Oracle Enterprise Manager
Working Knowledge of Exadata would be an advantage
Oracle Certification, preferably OCP would be an advantage
Experience of working on Cloud (Oracle Cloud Infrastructure (OCI), AWS, Azure) would be an advantage
Working knowledge in OCI/IAAS would be an advantage

Personal competencies:
Desire to learn, or expand knowledge, about Oracle Database and Exadata products
Customer focus
Structured Problem Recognition and Resolution
Experience of contributing to a shared knowledge base
Experience of Support level work, like resolving customer problems and managing customer expectations, and issues.
Very Good Communication
Planning and organising
Working globally
Quality
Team Working, Flexibility and Results oriented
Working in 24x7 shifts