Technical Account Representative

3 weeks ago

Mumbai, Maharashtra, India Oracle Full time
Job Description

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

Your Responsibilities

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

SCOPE:

- Manage service delivery activities for customer's 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 Oracle's 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

Career Level - IC5

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