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Job Description

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 groundbreaking cloud experience to our customers. You will be responsible for engaging directly with the customer and internal Oracle teams on Major Incidents, Reporting, Organisational Change, and other Support and Operations related activities.

You will have the opportunity to help craft the cloud product and influence the adoption and utilisation patterns among top Oracle customers. You should have a demonstrated ability to think strategically about business, build 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 encourage customers – we want to meet you!

Career Level - IC4

Responsibilities

Job Responsibilities

• Responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of OCI products.

• Deliver regular service delivery reviews to assigned customers, along with recommendations for improvements to align with standard processes.

• Act as the main liaison between Oracle, the customer, and other involved parties. 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 raising issues across multiple business units within Oracle (e.g. technical support, engineering, operations, etc.) and coordinating resources as necvital resolve problems.

• Collaborate daily with team members from EMEA, APAC, and North America.

• Job duties are multifaceted and sophisticated, using independent judgment.

• 5 - 10 years of professional Information Systems experience, preferably in global and diverse organizations !

Job Requirements

• Develop and manage the Oracle support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to improve the customers’ use of support services, drive high degree of happiness.

• Background in technical operations and/or support is required.

• Understanding of cloud technology and infrastructure services. Deep knowledge of cloud fundamentals (e.g. Networking, Compute, Storage, or Identity) strongly preferred.

• Represent the customer as a single point of contact within Oracle.

• Manage the support and operations engagement as defined by the customer requirements.

• Develop and maintain relationships with senior management across lines of business and third parties. This role has transparency to senior OCI support, resiliency, availability, and planning executives.

• Participate in on call rotations for customer issues and technical incidents, with a focus on customer communications.

• Drive the creation of customer facing root cause analysis documents, including development, approvals and customer delivery.

• 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, organisational change, and other support and operations related activities.

Detailed Description and Job Requirements

• Put the customer first. Drive high degree of customer satisfaction and protect and enhance revenue streams. We strive to ensure OCI’s top customers are willing to provide public references.

• Leading contributor, individually and as a team member, providing direction and mentoring to others.

• Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer