Technical Account Representative - 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

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