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Technical Account Representative - OCI, ExaCS

Technical Account Representative - OCI, ExaCS

Oracle

12 - 17 years

40 - 50 Lacs

Gurugram

Posted:9 hours ago| Platform:

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Skills Required

RCA remediation Trend analysis Disaster recovery Cloud Problem management Oracle Risk management Stakeholder management Capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 - IC5

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

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