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This is a profile which would be onsite at customer site. Our customers will measure our contribution to their success based on the value they receive from our services. TAMs are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes On-Premise, Hybrid Cloud, Platforms and Databases , and Security services that TAMs may manage in full or in part.

Technical Portfolio

Responsible for 24/7 support of Oracle production database services to ensure the highest standards of availability, resilience, integrity, security and performance required by the business systems in on-premise / Oracle Cloud or Cloud@Customer

Providing end to end Life Cycle management support for Oracle Database (Installation, Migration, Upgradation, Patching, Backup & Recovery, High Availability and Disaster Recovery Solution with RAC)

Manage Oracle Engineered Systems (Exadata, Super Cluster, Oracle Database Appliances etc) 

To manage and resolve Service Requests logged by customers (internal and external) on Oracle Database products and contribute to proactive support activities according to product support strategy and model

Owning and resolving problems and managing customer expectations throughout the Service Request/ITIL (IM, CM, PM) lifecycle in accordance with global standards

Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

Create a RCA document after analyzing/fixing the issues

Contributing to Knowledge Management content creation and maintenance

Operating within Oracle business processes and procedures

Respond and resolve customer issues within Key Performance Indicator targets

Maintaining product expertise within the team

Developing and maintaining expertise around Oracle Database and OCI

Maintain an up-to-date and in-depth knowledge of new Oracle Database release

SKILLS & COMPETENCIES: 

10+ Years of Strong Oracle Database Administration experience maintaining high availability of databases for global operation using Oracle RAC and Data Guard/Standby databases

Experience of managing multiple RDBMS for Enterprise customers and Banks

Deep understanding of Oracle Architecture, RAC, Grid Infrastructure(CRS,ASM), RMAN, Data Guard/Physical Standby

Should have performed Major Database Upgrades

Experience in Backup and Recovery

Experience in Database Performance Tuning 

Hands on experience of Oracle Database Migration

Hands on experience on Oracle Enterprise Manager

Working Knowledge of Exadata would be an advantage

Oracle Certification, preferably OCP would be an advantage

Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction

Manage any customer escalation

Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate

Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract 

  • Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. Provides direction and mentoring to more junior team members. Understand customer’s industry drivers, organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.
  • Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.
  • Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business.
  • Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
  • Identify and submit delivery leads for new opportunities and contract renewals.
  • Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution.
  • Establish and maintain a delivery governance model with the customer at the management and executive levels.
  • Perform scope and risk management.
  • Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
  • Conduct periodic Service Account Planning and Account Reviews.

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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.

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Confirmed 8 hours ago. Posted 27 days ago.

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