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TAM is expected to provide assistance with both Technical Support issues and product-usage best practices. The TAM provides advanced reactive support with SRs but more importantly assists customers proactively. At this level the TAM manages all aspects of an escalation, including situation management and executive communication. The TAM coordinates deliverables that are somewhat less "standard" & "pre-defined"and works with a list of services & deliverables to organize into a customized & tailored Service Delivery Plan. Once annually, the TAM leads and conduct a detailed account planning session to develop & update the "Plan" to ensure it reflects the particular customer's needs. At this level, the TAM conducts at least 3 value-based delivery reviews annually for each customer. Candidates typically have a Bachelor's degree or equivalent in IT, management, or related major.
The person should have 8+ years experience with a background of having:
1) Worked & administered 11g/12c production environments.
2) Familiarity in core areas viz. Performance tuning , Backup & Recovery is needed.
3) Conceptual understanding of - RAC , Data guard,Grid Control, ASM & Oracle Cloud is needed.
4) Understanding of Oracle Ebiz Architecture and Troubleshooting will be a plus.
5) Strong escalation & customer management skills is a must.
6) Experience with managing projects and customer deliverables will be a plus.
Detailed Description and Job Requirements
This position will be 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 Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.
This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will 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 specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 7 - 10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.
Travel:Yes, 25 % of the Time
Job Type:Regular Employee Hire