Technical Account Representative- OCI
Technical Account Representative- OCI
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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
Responsibilities
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
Your ResponsibilitiesKey tasks include but are not limited to the following:
SCOPE:
- Manage service delivery activities for customers 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 Oracles 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:
Oracle 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
Qualifications
Career Level - IC4
Required Experience:
Unclear Seniority
Employment Type
Full-Time
