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Job description / Role
Oracle is changing the cloud industry and has built the most modern, performance focused, and resilient cloud offering in the market today. We seek your cloud expertise to deliver a game changing cloud experience to our customers. You will be responsible for engaging directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.
You will have the opportunity to help shape the cloud product and influence the adoption and usage patterns among top Oracle customers. You should have a demonstrated ability to think strategically about business, create technical definition around customer objectives in complex situations, develop solution strategies, motivate, and mobilize resources, and deliver results.
If you are a change agent who can dream big and inspire customers - we want to meet you!
Job Responsibilities
- Responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and effective use of OCI products.
- Deliver regular service delivery reviews to assigned customers and make recommendations for improvements to align with best practices.
- Act as the primary liaison between Oracle, the customer, and other involved parties. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business analysis, technical consulting and project management skills.
- Responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Engineering, Operations, etc.) and coordinating resources to resolve problems.
- Collaborate daily with team members from EMEA, APAC, and North America.
- Job duties are varied and complex utilizing independent judgment.
- 5 - 10 years of professional Cloud industry experience, preferably in global and diverse organizations.
Requirements
Job Requirements
- Be the single point of contact within Oracle for Oracle.
- Develop and manage the Oracle TOS relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers' use of Support Services, drive high degree of satisfaction.
- Background in Technical Operations and Support is required.
- Basic understanding of Cloud technology and microservices.
- Manage the contract, or delivery engagement as defined by the customer requirements.
- Develop and maintain relationships with senior management across lines of business and third parties.
- Plan and deploy Support and Operational activities to ensure effective delivery.
- Advise the account on effective and efficient ways to use Oracle support services.
- Engage directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.
About the Company
Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.
Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.
More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.