Technical Account Manager

6 months ago

Kolkata, India Oracle Full time

This is a profile which would be onsite at customer site in Kolkata, India. 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 On-Premise, Hybrid Cloud, Platforms and Databases , and Security services that TAMs may manage in full or in part.

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 Cloud@CustomerProviding 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 modelOwning and resolving problems and managing customer expectations throughout the Service Request/ITIL (IM, CM, PM) lifecycle in accordance with global standardsWorking towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, e a RCA document after analyzing/fixing the issuesContributing to Knowledge Management content creation and maintenanceOperating within Oracle business processes and proceduresRespond and resolve customer issues within Key Performance Indicator targetsMaintaining product expertise within the teamDeveloping and maintaining expertise around Oracle Database and OCIMaintain an up-to-date and in-depth knowledge of new Oracle Database release

SKILLS & COMPETENCIES: 7+ Years of Strong Oracle Database Administration experience maintaining high availability of databases for global operation using Oracle RAC and Data Guard/Standby databasesExperience of managing multiple RDBMS for Enterprise customers and BanksDeep understanding of Oracle Architecture, RAC, Grid Infrastructure(CRS,ASM), RMAN, Data Guard/Physical StandbyShould have performed Major Database UpgradesExperience in Backup and RecoveryExperience in Database Performance Tuning Hands on experience of Oracle Database MigrationHands on experience on Oracle Enterprise ManagerWorking Knowledge of Exadata would be an advantageOracle Certification, preferably OCP would be an advantage 

Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction Manage any customer escalation 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

Career Level - IC4

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.
 

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