Senior Technical Account Manager

** Job Description*
* Serves as the main contact for individual contracts, providing advanced advisory business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Provides services, maintains customer relations, provides updates to leadership, and educates customers on ways to leverage Oracle services. Reviews service requests and gathers information to determine next steps, identifies potential crises, leveraging advanced knowledge and other customer experience to develop solutions, and connects and/or escalates issues to appropriate teams to reach solutions.

Develops and maintains plans, updates and maintains information, ensures up-to-date documentation, and identifies and submits delivery leads for new opportunities and contract renewals. Independently provides ongoing maintenance, acts as a liaison between teams, and adheres to plans to ensure customers adopt product and service changes. Works closely with peers to identify and develop innovative ways of delivering services, provides direction and shares relevant product/support information, and provides input on the development of new services and/or processes, remaining up-to-date with technological business, and industry trends.

Our ideal candidate will typically be expected to demonstrate the following attributes:

· Good technical skills in Oracle Database and in any one of the Oracle Applications such as Fusion Applications, EBS, PSFT & JDE etc.

· Knowledge & experience in Exadata, ExaCS and Oracle Cloud Infrastructure.

· Understanding of Technical architecture, operating systems and network.

· Strong understanding of Incident Management process in a production IT Environment and IT Operations.

· Good understanding of Problem Management, Change Management and Event Management processes.

· Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization preferably in Infrastructure areas.

· Demonstrated ability to effectively coordinate resolution efforts for escalated issues.

· Good understanding of the business impacts of critical situations.

· Demonstrated ability to effectively communicate at the technical and business management level.

· 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 a very dynamic business. Work in rotation Shifts.

· Excellent team player, willing to learn new technologies & problem-solving skills.

· 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 / PMP.

** Responsibilities*
* ** Key Responsibilities*
* ** Customer Engagement:*
* -Serves as the main point of contact for individual-level contracts, providing comprehensive business process, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge in an advisory manner.

-Provides timely services in line with their practices, procedures, contractual budgets, leveraging contractual agreements.

-Maintains customer relations, communicating with customers regularly to ensure satisfaction. Provides updates on customer status to leadership.

-Educates customers on the most effective and efficient way to leverage Oracle services, products, and tools, providing feedback on customer organization performance.

** Issue Resolution:*
* -Reviews service requests and gathers information from appropriate parties to determine next steps.

-Identifies potential crises or concerns and works to resolve customer issues and incidents in a timely manner, leveraging comprehensive knowledge of appropriate resources and other customer experience to develop customized solutions.

-Connects and/or escalates issues to appropriate teams to reach solutions and minimize impact on the business, independently reporting pain points to leadership.

** Account Management and Governance:*
* -Develops and maintains service delivery and…