Principal Technical Account Manager

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Key Responsibilities

• Customer relationship management: Build trusted relationships with database administrators architects IT leaders and executive stakeholders. Understand their business objectives technical environments and operational priorities.
• Strategic account planning: Develop and maintain technical account plans service roadmaps and customer success plans with clear milestones owners and measurable outcomes.
• Service delivery and governance: Coordinate contracted service deliverables track commitments and applicable service levels and conduct regular operational reviews and executive business reviews.
• Incident and escalation management: Lead customer communication during critical incidents coordinate support and engineering teams track resolution activities and drive follow-through on root cause analysis and preventive actions.
• Proactive database health management: Coordinate health checks performance reviews capacity assessments and availability evaluations to identify risks and recommend improvements.
• Database lifecycle planning: Guide customers through database upgrades migrations patching platform modernization and cloud adoption including readiness assessments and risk mitigation.
• Availability and recovery: Review high availability architectures backup strategies disaster recovery readiness and recovery testing against customer recovery objectives.
• Security and governance: Advise on database security practices access controls encryption auditing and vulnerability remediation in collaboration with customer security teams.
• Technology adoption: Help customers evaluate relevant Oracle Database OCI automation and AI capabilities based on business value and operational readiness.
• Customer advocacy: Represent customer priorities within Oracle coordinate cross-functional resources and communicate product feedback and recurring issues.
• Continuous improvement: Maintain account documentation action registers service dashboards and technical recommendations that demonstrate progress and service value.
  

Required Database and Technical Skills

• Strong expertise in Oracle Database administration architecture troubleshooting and lifecycle management including Oracle Database 19c and familiarity with Oracle AI Database 26ai.
• Working knowledge of Oracle Multitenant architecture including container databases pluggable databases provisioning consolidation and resource management.
• Experience with Oracle Real Application Clusters (RAC) Automatic Storage Management (ASM) Oracle Data Guard and Active Data Guard.
• Strong database performance analysis and SQL tuning skills including execution plans indexing optimizer statistics wait events AWR ASH and ADDM.
• Experience with RMAN backup and recovery restore validation disaster recovery planning and recovery time and recovery point objectives.
• Knowledge of Oracle Exadata architecture workload optimization and operational considerations.
• Experience planning database migrations upgrades and patching using appropriate tools such as Data Pump AutoUpgrade GoldenGate and Zero Downtime Migration.
• Familiarity with OCI database services Oracle Autonomous AI Database Exadata Database Service and Exadata
• Understanding of database security capabilities including Transparent Data Encryption privilege management auditing Oracle Data Safe and Database Vault.
• Proficiency in SQL and PL/SQL Linux/Unix fundamentals and scripting or automation using Python shell scripts Ansible or Terraform.

Modern Database Skills Preferred

• Familiarity with Oracle AI Vector Search vector embeddings similarity search and retrieval-augmented generation (RAG) use cases.
• Awareness of Select AI and natural language access to enterprise data.
• Understanding of JSON Relational Duality modern SQL capabilities and support for relational JSON spatial and graph workloads.
• Knowledge of cloud database observability infrastructure automation and performance and cost optimization.
• Ability to assess the operational security and governance requirements of AI-enabled database solutions.

Technical Account Management Skills

• Strong stakeholder management executive communication presentation and negotiation skills.
• Ability to explain complex technical issues through their business impact and recommended actions.
• Experience managing escalations setting expectations resolving conflicts and maintaining customer confidence.
• Strong planning prioritization and coordination skills across multiple accounts or concurrent initiatives.
• Understanding of incident problem and change management practices preferably aligned with ITIL.
• Ability to define and track service measures such as customer satisfaction milestone completion recurring incident reduction and risk remediation.
• Demonstrated ownership analytical thinking and effective collaboration across distributed teams.

Qualifications

A bachelors degree in Computer Science Information Technology Engineering or equivalent practical experience. Relevant experience in Oracle Database technologies and customer-facing technical account management consulting enterprise support or service delivery is required. Oracle Database OCI and ITIL certifications are desirable.