Serves as a trusted advisor to customers and technical expert on technologies across the marketplace to shape guidance provided to customers. Serves as a go-to technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and best practices. Leads organization-wide optimizations (e.g., automation) into solutions and technical delivery in coordination with the customer team. Acts as an internal and/or external expert point of contact and escalation point for critical technical and process issues and provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation. Assists customers with highly complex software updates, upgrades, configuration, and incident remediation and educates and mentors junior engineers to educate customers on product features, upgrades, and best practices. Leads the scoping, creation, and maintenance of customer deliverables to help customers with solution implementation. Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain. Drives cross-functional solution alignment with technology strategy and business goals. Delivers presentations and acts as a technical expert and executive presence during presentations for junior engineers.
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Key Responsibilities
Technical Leadership:
-Serves as a trusted advisor to customers and a technical expert on technologies across the marketplace (e.g., technical speaking engagements, publications) to shape guidance provided to customers.
-Recognized as a technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and market trends, serving as a go-to expert for complex or high-impact scenarios.
-Defines or adjusts strategy for highly complex pre-sales activities, contributing to long-term account growth and solution fit.
-Leads organization-wide and customer fleet-wide optimizations or efficiency efforts (e.g., automation, streamlined processes, elimination of redundant effort), coordinating with the TAM, ASE engineers and others on the Oracle customer team.
-Works with external partners to ensure appropriate design and implementation of solutions and promote best practices for technology deployment and workloads, and their stability, maintainability, upgradeability, and performance.
Service Delivery:
-Acts as internal and/or external expert point of contact and escalation point for critical technical and process issues encountered in the customer's supported environment.
-Provides proactive and reactive remote or onsite technical assistance in close cooperation with Support and Product Development teams, for problem analysis and investigation and providing and verifying workarounds and acting as a field point of contact for various LOBs.
-Assists customers with highly complex software updates, upgrades, change management, and incident remediation, identifying key risks and mitigation strategies that may impact project success.
-Analyzes new and highly complex issues encountered by customers by performing thorough technical root cause investigations.
-Reviews themes across lessons learned post-project and leads changes to improve technology implementation.
Global Customer Engagement & Education:
-Acts as expert technical lead for customers and partners with customer leadership to, ensuring solutions address business needs and drive long-term business transformation.
-Educates and mentors junior engineers to educate customers on product features, upgrades, and patches, and drives and shapes adoption of best practices for technology deployment and workloads, and their stability, maintainability, upgradeability, and performance.
-Provides executive presence for junior team members during customer meetings where technical expertise is required for critical or escalated issues or where expert technical direction is needed for key decisions.
-Uses holistic view of solutions and contextual understanding of customer solutions to influence customer direction.
Technical Design & Documentation:
-Leads the scoping, creation, and maintenance of customer deliverables, SOPs, and documentation to help customers implement solutions.
-Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test and maintain.
-Oversees how solution designs are developed across programs, ensuring the use of appropriate methodologies and adherence to Oracle and enterprise architectural standards.
-Scopes potential customer requests and clarify value-add for a service during pre-sales.
-Defines best practices and provides mentorship to engineers across multiple teams.
-Ensures technical designs are forward-looking, scalable, and aligned with broader strategic direction.
-Translates market trends into design strategies that prepare the business for future growth.
Influence & Collaboration:
-Drives cross-functional alignment of internal and external stakeholders to ensure alignment with technology strategy and business goals, facilitating collaboration across multiple programs and senior stakeholders.
-Identifies opportunities for expanding partnerships and with key contacts across functions and creates opportunities to facilitate networking for lower levels.
-Works with customer senior leadership to influences priorities based on technical vision to support customer's technical roadmap.
Innovation & Business Development:
-Leverages customer insights and partners with product management to ensure alignment with technical ecosystem when driving new service offerings and engagement methods.
-Leverages customer insights to shape new service offerings and engagement methods.
-Leads technical scoping in strategic deals, partnering with sales teams to define the solution approach and ensure business needs are translated into viable technical deliverables.
-Shapes growth opportunities by aligning Oracle solutions with customer roadmaps and business drivers.
-Delivers presentations and acts as a technical expert and executive presence during presentations for junior team members and communicates details on integrated solutions that drive strategy.
-Uses deep technical, functional, and service delivery expertise across technologies to strategically influence customer perception of value.
Additional Responsibilities (as needed)
Technical Solution Design:
-Drives technical strategy and architecture across the organization, mentoring technical leaders and ensuring alignment with business goals using broad knowledge across multiple technologies/ services.
-Oversees architectural and solution design reviews across programs, ensuring technical excellence and mentoring senior engineers across technologies and services in scalable design principles.
-Guides teams in applying consistent design practices aligned to current and emerging business needs using expertise across multiple technologies/services.
-Shapes and maintains architectural principles, introducing innovative approaches and evolving design practices to remain competitive in a rapidly changing market.
-Drives high-level design (HLD) development by introducing new methods across technologies/services, promoting creativity, and ensuring solutions reflect a deep understanding of organizational technical operations.
-Creates and establishes internal policies, processes, and standards for security, scalability, and other product/service fundamentals related to solution delivery across a family of technologies or services at the organization or cross-organization level.
Delivery Program Management:
-Owns the planning, execution, and service value creation of delivery engineering projects across multiple customer accounts within a technical domain.
-Leverages deep project management knowledge to scope delivery engineering projects, design project schedules, and document resource requirements.
-Manages technical delivery along with Technical Leader, coordinating resources and managing projects to drive results and maximize value to customers.
-Proactively partners with customers and other account team members (e.g., TAM, Technical Leader) to understand customers' technical projects, goals, and KPIs, and provide required technical guidance to delivery engineering team.
-Leverages domain expertise to lead escalation calls and assist in managing all aspects of escalations, including situation management and executive communication.
-Oversees the quality and completeness of deliverables across customers.
-Acts as a domain technical expert to represent delivery engineering in sales opportunities with customers.
Core Responsibilities
Collaboration & Partnership:
-Influences cross-functional leaders and external stakeholders to gain alignment on strategic objectives. Fosters partnerships with key business leaders, stakeholders, and/or customers, identifying opportunities for expanding partnerships and promoting long-term organizational success. Champions transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.
Continuous Improvement:
-Drives implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the department. Seeks and integrates diverse feedback on approaches and methods for continued improvement to enhance efficiencies and ensure changes align with organizational goals.
Planning & Execution:
-Manages and provides direction on timelines and budgets for critical high-impact projects, ensuring timely completion and adherence to requirements. Anticipates and plans for shifts in resources or timelines based on changing business priorities, ensuring optimal outcomes.
Problem Solving:
-Leads specialized, advanced problem-solving efforts, serving as an escalation point for highly complex issues. Guides others to leverage innovative data-driven techniques to address ambiguous or novel issues, identify root causes, and implement solutions that prevent future issues.
Continuous Learning:
-Leverages deep industry knowledge and expertise within a specialty area to serve as a thought leader within the organization. Maintains and evolves expertise in relevant areas by proactively monitoring emerging trends, technologies, and industry standards, ensuring the organization remains current with best practices. Champions continuous learning, promoting professional development across teams. Applies new knowledge to drive advancement and mentors others to do the same.
