Technical Account Representative

Job Description

Our customers will measure our contribution to their success based on the value they receive from our services. TAMs are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that TAMs may manage in full or in part.

Description

- The candidate must have strong troubleshooting skills on Database and Database technology products
- Expertise in Performance issue analysis and providing resolution
- Guide customer on Oracle Database Best practices
- Should possess knowledge on implementation and supporting on Database Security Products like Transparent Data Encryption, Redaction, Data Vault, Masking.
- Possess strong troubleshooting skills on Real Application Cluster
- Should be able to guide and mentor team of engineers on Database Technology products
- Should possess knowledge and be able to articulate to customer the use cases of Advanced Compression, In-memory
- Knowledge on Oracle Enterprise Manager

Personal Skills

- Strong experience in service delivery and/or project management is required.
- Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.
- Experience on Enterprise Customers is required
- Excellent communication / relationship building skills
- Customer focused and results oriented
- Ability to work under pressure in highly escalated situations
- Organized with strong attention to detail
- Decision making / problem solving skills
- Ability to manage multiple concurrent activities (customer engagements)
- Highly professional: Ability to deal with senior and exec stakeholders with confidence
- Strong analytic skills and ability to pre-empt potential risks and issues

Database Administrator Responsibilities

- Experience with Oracle Real Application Clusters (RAC), Data Guard, ASM and RMAN.
- Monitor, analyze and optimize database performance to ensure high availability and reliability in a RAC Environment.
- Implementing DR solutions using Oracle Standby Database using Oracle Data Guard.
- Monitor data backup process and perform data recovery if needs be.
- Perform database tuning, including SQL query optimization, indexing strategies and resource management.
- Expert in analyzing Explain Plans, AWR reports, OEM, and other diagnostic tools to identify potential performance bottlenecks.
- Manage Oracle database instances (installation, configuration, upgrades, and patching).
- Identify bottlenecks in database systems and propose effective solutions.
- Cross platform migration and Oracle Datapump utilities.
- Collaborate with development teams to review and optimize SQL code and schema design.

Qualifications:

- Education: Bachelor's degree in computer science, IT, or related field. Oracle Database certifications (e.g., OCA, OCP) are preferred.
- Experience: 8-12 years of hands-on experience with Oracle Database administration and support.
- Shift : 24.7 Shift working from Client Site @ Kerala. No remote or WFH allowed.

Technical Skills:

- In-depth knowledge of Oracle Database architecture and internals.
- Proficiency in SQL, PL/SQL, and database performance tuning.
- Experience with Oracle Real Application Clusters (RAC), Data Guard, ASM and RMAN.
- Basic knowledge of Cloud (OCI, AWS or AZURE)
- Experience with Oracle Enterprise Manager (OEM) and monitoring tools.
- Understanding of database security principles (encryption, user management).

Responsibilities

- Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. Provides direction and mentoring to more junior team members. Understand customer's industry drivers, organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.
- Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.
- Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business.
- Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
- Identify and submit delivery leads for new opportunities and contract renewals.
- Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution.
- Establish and maintain a delivery governance model with the customer at the management and executive levels.
- Perform scope and risk management.
- Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
- Conduct periodic Service Account Planning and Account Reviews.
- Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.
- The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.
- Provide technical guidance and be part of the customer calls/meeting on adoption of database technology
- Should possess strong technical skills on Database and DB products to advocate to customer the use cases and guide the customer and team of Oracle CSS Engineers through the lifecycle of Oracle Technology product adoption
- Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
- Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.
- Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
- Where appropriate create and maintain the ACS service delivery or project plan.
- Actively manage project forecast, identify risks and issues and opportunity for revenue collection (upside)

Accountabilities:

- Proactively manage the contract delivery to completion / customer acceptance
- Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
- Manage any customer escalation that may arise
- Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate
- Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract
- Work in line with customer working practices and procedures, if contractually agreed
- Operate in line with Oracle CSS business processes and procedures
- Operate in line with Oracle Global and local HR policies and procedures

Career Level - IC3

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