Job Description

Leadership and management of delivery team 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. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and solve for our Electronic Support Services. A main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and called out issues.

Career Level - M2

Responsibilities

Entry level manager with operational focus within a specialized area. Leads a specialized area which may have diverse functional elements. Accountable for territory revenue and utilization, and for delivery of other identified departmental results through successful direction of Account Management and/or Technical delivery resources within the business unit. Coordinate delivery of Support Services. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Ensures that operational policies are followed. Ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality/productivity improvement efforts and understanding strategies of the Oracle Support Services organization. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.

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 on large systems

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

Should have performed multiple Patching cycles (one off patch, PSU Patches) of Grid Infrastructure and Database

Should have performed Major Database Upgrades

Solid Experience in Backup and Recovery

Strong 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

Experience of working on Cloud (Oracle Cloud Infrastructure (OCI), AWS, Azure) would be an advantage

Working knowledge in OCI/IAAS would be an advantage

Personal competencies:

Desire to learn, or expand knowledge, about Oracle Database and Exadata products

Customer focus

Structured Problem Recognition and Resolution

Experience of contributing to a shared knowledge base

Experience of Support level work, like resolving customer problems and managing customer expectations, and issues.

Very Good Communication

Planning and organising

Working globally

Quality

Team Working, Flexibility and Results oriented

Working in 24x7 shifts

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

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.

* Which includes being a United States Affirmative Action Employer