Technical Account Manager

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Technical Account Manager Service Delivery Management

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Oracle is the #1 global provider of business software. With a market-leading presence in over 175 countries, we connect the biggest enterprises of today with the tools to compete in the digital economy of tomorrow. Join us and play an instrumental role in transforming the world of business.

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Group Information

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Oracle Advanced Customer Services (ACS) 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 Advanced Customer Services has industry-leading expertise with the highest customer satisfaction to support customer business every step of the way. As part of our growth strategy, we are recruiting an experienced Technical Account Manager (TAM) with extensive service delivery/operations background with Oracle products.

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Our ideal candidate will typically be expected to demonstrate the following attribute.

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• Good technical skills in Oracle Database and in any one of the Oracle Applications such as Fusion Applications, EBS, PSFT & JDE, etc.
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• Knowledge & experience in Exadata, ExaCS, and Oracle Cloud Infrastructure
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• Understanding of Technical architecture, operating systems, and network
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• Should have strong customer-facing skills.
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• Ability to multitask, maintain composure in high-stress/high-visibility situations, and change priority as needed to accommodate a very dynamic business.
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• Excellent team player, willing to learn new technologies & problem-solving skills.
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• Strong organization skills, detail-oriented & communication skill
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• University degree, with postgraduate technical or management qualifications or other relevant experience
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• OCI Certified / ITIL Foundation Certification in IT Service Management / PMP./ Azure Cloud Certification
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• Managing BFSI customers will be added advantage.
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Your Qualifications

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The candidate should have 10+ years of experience in Oracle products including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application or infrastructure/database projects. High commitment to his/her customers is a must.

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Location

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The role will be Primarily based on Mumbai.

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

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Scope

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• Manage service delivery activities for customers diversified set of Oracle Products deployed on Cloud & On-Premises.
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• Represent as a single point of contact between customer & Oracle.
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• Manage the service delivery through a virtual team of resources.
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• Establish priorities & Service growth plans for customers aligned with Oracle’s Cloud Strategy.
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• Work on improvement initiatives as required
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Accountabilities

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• Review existing services & contracts and understand the scope thoroughly.
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• Generate & manage service delivery plan, key deliverables, marshal resources as required, RACI, risks, issues, and dependencies according to ACS standards.
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• Deliver regular business and operational reviews to key business stakeholders.
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• Implement Service Improvement policy and processes.
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• Manage and coordinate changes in customer environments per customer strategy.
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Responsibilities

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• Service Planning
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• Technology Change Management
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• Contractual and Financial Control
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• Service Governance
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• Problem and Incident Management
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• Issue and Risk Management
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• Escalation Management
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• Best Practice Advice and Recommendations
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• Business Development and Renewals
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