Principal Technical Account Representative (TAM)

As an TAM for Oracle Cloud Administrator your contribution to customer success is measured by the value they receive from your services.

You are responsible for the technical service delivery and operational governance of the customers cloud environment. Your primary role is to help customers:

• Maximize the business value of their Oracle Cloud investments
• Achieve desired business outcomes while minimizing risk.

To accomplish this you must operate as a trusted technical advisor ensuring the consistency and quality of cloud deployments and operations. You help customers implement their IT strategy overcome technical challenges and meet business goals by applying leading practices across various services which may include:

• Managed Services
• Cloud / Hybrid / multi Cloud integration
• Applications Platforms and Databases
• Security services
• The candidate must have strong troubleshooting skills on cloud and Database technology products
• Expertise in Performance issue analysis and providing resolution
• Guide customer on Oracle cloud Best practices
• Strong knowledge in OCI Core Services (Compute Networking/VCN Storage IAM Load Balancer etc )
• Should possess knowledge on implementation and supporting on cloud Security Products like Transparent Data Encryption Redaction Data Vault Masking.
• Possess strong troubleshooting skills on Real Application Cluster
• Should be able to guide and mentor team of engineers on Database Technology products
• Should possess knowledge and be able to articulate to customer the use cases of Advanced Compression In-memory
• Knowledge on Oracle Enterprise Manager
• Must Manage OCI resources (provisioning configuration upgrades and patching) including Compute Object Storage and Cloud Database Services (e.g. Autonomous Database).
• Identify bottlenecks in the cloud infrastructure stack (network compute storage) and propose effective architectural solutions.
• Automate operational tasks configuration management and deployments using scripting languages (e.g. Python Bash) and OCI Functions.

Personal Skills

• Strong experience in service delivery and/or project management is required.
• Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.
• Experience on Enterprise Customers is required
• Excellent communication / relationship building skills
• Customer focused and results oriented
• Ability to work under pressure in highly escalated situations
• Organized with strong attention to detail
• Decision making / problem solving skills
• Ability to manage multiple concurrent activities (customer engagements)
• Highly professional: Ability to deal with senior and exec stakeholders with confidence
• Strong analytic skills and ability to identify potential risks and issues

Qualifications:

• Education: Bachelors degree in computer science IT or related field. Oracle certifications (e.g. OCI OCA OCP) are preferred.
• Experience: 8-12 years of hands-on experience with Oracle cloud administration and support.
• Shift : 24*7 Shift working from Client Site Chennai / Bangalore . No remote or WFH allowed.

Technical Skills:

• Experience with OCI Core Services (Compute Networking/VCN Storage IAM Load Balancer).
• Design implement and manage Virtual Cloud Networks (VCNs) Security Lists and Network Security Groups (NSGs).
• Implementing DR and High Availability solutions leveraging OCI services like Cross-Region Replication Fault Domains and Availability Domains.
• Develop deploy and maintain infrastructure using Infrastructure as Code (IaC) tools like Terraform or OCI Resource Manager.
• Manage IAM policies groups and compartments to enforce strict access controls and security compliance.
• Monitor analyze and optimize cloud resource usage performance and cost efficiency using OCI Monitoring Logging and Cloud Advisor.
• Expert in analyzing OCI Monitoring metrics Audit logs and Alarms to identify and resolve platform-level performance or security issues.
• Manage OCI resources (provisioning configuration upgrades and patching) including Compute Object Storage and Cloud Database Services (e.g. Autonomous Database).
• Identify bottlenecks in the cloud infrastructure stack (network compute storage) and propose effective architectural solutions.
• Automate operational tasks configuration management and deployments using scripting languages (e.g. Python Bash) and OCI Functions.

OCI Cloud & Infrastructure

• Core Services:
  • Provisioning and management of OCI Compute instances (VM/Bare Metal).
  • Administration of Object Storage Block Volumes and File Storage.
• Networking:
  • Designing and managing Virtual Cloud Networks (VCNs).
  • Configuration of Network Security Groups (NSGs) and Security Lists.
  • Knowledge of FastConnect Load Balancers and Gateways (NAT/Service).
• Cloud Security & Access:
  • Expertise in IAM Policies Groups Users and Compartments.
  • Familiarity with OCI Vault and Auditing services.
• Database Cloud:
  • Administration of Autonomous Database (ATP/ADW).
  • Managing Database Cloud Service (DBCS) lifecycles and scaling.
• Cloud Operations:
  • Utilizing Availability Domains and Fault Domains for HA design.
  • Cost optimization using OCI Cloud Advisor and monitoring tools.

Automation Scripting

• Infrastructure as Code (IaC):
  • Mandatory hands-on experience with Terraform.
  • Using OCI Resource Manager for automation.
• Scripting:
  • Proficiency in Python (for automation/APIs).
  • Strong skills in Bash/Shell Scripting (for OS-level tasks).
• Monitoring & OS:
  • Configuring OCI Monitoring and Logging services.
  • Advanced Linux/Unix system administration and tuning.

Additional Advantage

AI & ML Skillset ( Good to have )

• Python: The core programming language for AI and Machine Learning.
• Essential Libraries:
  • NumPy for numerical computation and array handling.
  • Pandas for data manipulation and analysis.
  • Matplotlib/Seaborn for data visualization.
• ML/DL Frameworks: Hands-on experience with:
  • Scikit-learn for traditional ML models.
  • TensorFlow/Keras or PyTorch for Deep Learning implementations.
• SQL: Proficiency in querying and retrieving data from databases.
• Git: Competence in version control for collaborative development.
• Familiarity with various neural network architectures (CNNs RNNs Transformers).
• Experience with Large Language Models (LLMs) and generative AI principles.
• Big Data Tools: Exposure to platforms like Spark or cloud services for handling large datasets.

Responsibilities

• 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 customers 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.
• Be the single point of contact within Oracle for the customer acting as their advocate for the service you are responsible for delivering.
• The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.
• Provide technical guidance and be part of the customer calls/meeting on adoption of database technology
• Should possess strong technical skills on Database and DB products to advocate to customer the use cases and guide the customer and team of Oracle CSS Engineers through the lifecycle of Oracle Technology product adoption
• Manage the contract or delivery engagement as defined by ACS line management including creating and maintaining accurate documentation
• Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment timecards rates completion estimates invoice details etc.) to ensure that services are delivered efficiently invoices are generated in a timely manner and revenues are recognised promptly.
• Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
• Where appropriate create and maintain the ACS service delivery or project plan.
• Actively manage project forecast identify risks and issues and opportunity for revenue collection (upside)

Accountabilities:

• Proactively manage the contract delivery to completion / customer acceptance
• Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
• Manage any customer escalation that may arise
• 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
• Work in line with customer working practices and procedures if contractually agreed
• Operate in line with Oracle CSS business processes and procedures
• Operate in line with Oracle Global and local HR policies and procedures

Career Level - IC4