Principal Technical Account Manager

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

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 - IC4