Technical Account Manager

3 weeks ago

Bengaluru, Karnataka, India Oracle Full time
Job Description

Our Ideal Candidate:

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

- Good functional knowledge in Oracle SaaS product (ERP, SCM)
- Good awareness of various AI features for Oracle Cloud Applications (SCM, ERP)
- Understanding of Functional & 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.
- ITIL Foundation Certification in IT Service Management
- Experience with implementation and support of Oracle SaaS ERP, SCM Applications, including at least 2 full cycle projects
- Fusion ERP, SCM Certification preferred

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 SaaS 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.

RESPONSIBILITIES

- Prepare & deliver Monthly Service Reviews to customer
- Monthly Incident Analysis Reports - Trend Analysis & Status of Remediation
- Deliver Quarterly SVRs
- Responsible for sharing RCA with customer & Remediation follow-up
- Coordinate with XLOBs during any Major incidents to drive incident resolution
- Issue and Risk Management
- Escalation Management

Technical/Functional Expertise:

- Proficient in Oracle SaaS (ERP,SCM)
- Worked as Project Manager or Service Delivery Manager to manage Oracle SaaS products
- Certifications : Oracle Fusion Cloud Applications ERP Process Essentials
- Awareness of various AI features for Oracle Cloud Applications (SCM, ERP)

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 Applications (ERP, SCM)

Career Level - IC5

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