About the Company/Team
Oracle Customer Success Services (CSS) helps organizations maximize the value of their Oracle investments and extend confidently into the cloud. CSS delivers enterprise-grade, end-to-end managed cloud services across Oracle’s broad portfolio of business applications, middleware, database, cloud infrastructure, and hardware technologies.
The Oracle Customer Success Services team brings deep technical expertise, strong service delivery capabilities, and a customer-first approach to support customers throughout their business and technology transformation journey. As part of our continued growth, we are looking for an experienced Technical Account Manager to manage service delivery, strengthen customer relationships, and drive operational excellence across Oracle Cloud and on-premises environments.
Job Summary
The Technical Account Manager will serve as a trusted advisor and single point of contact for customers using a diverse set of Oracle products and services. This role is responsible for managing service delivery activities, coordinating virtual teams, driving incident and problem resolution, and ensuring high levels of service quality, availability, and customer satisfaction.
The ideal candidate will bring strong experience in Oracle SaaS applications, Oracle Database, Oracle Cloud Infrastructure, IT service management, incident management, and customer-facing service delivery. The role requires strong technical understanding, project management discipline, stakeholder communication, and the ability to operate effectively in high-pressure, high-visibility situations.
Qualifications & Skills
Mandatory
- University degree in a relevant technical, business, or management discipline, or equivalent practical experience.
- Strong service delivery, operations, or technical account management experience in enterprise IT environments.
- Good understanding of Oracle SaaS applications, especially Oracle HCM, ERP, and SCM modules.
- Hands-on technical understanding of Oracle Database and one or more Oracle Applications such as Fusion Applications, E-Business Suite, PeopleSoft, or JD Edwards.
- Knowledge and experience with Oracle Cloud Infrastructure, Exadata, and Exadata Cloud Service.
- Strong understanding of technical architecture, operating systems, networking concepts, and production IT operations.
- Demonstrated experience with incident management, problem management, change management, and event management processes.
- Ability to coordinate resolution efforts for escalated issues across multiple customer groups, technical teams, and business stakeholders.
- Strong understanding of the business impact of critical incidents and service disruptions.
- Excellent customer-facing, communication, stakeholder management, and executive-level reporting skills.
- Ability to multitask, stay composed in high-stress and high-visibility situations, and reprioritize work in a dynamic business environment.
- Willingness to work in rotational shifts as required.
- Strong organizational skills, attention to detail, teamwork, willingness to learn, and problem-solving ability.
Good-to-Have
- Postgraduate technical, business, or management qualification.
- OCI Certification.
- ITIL Foundation Certification in IT Service Management.
- PMP or equivalent project management certification.
- Experience working with virtual teams across multiple geographies.
- Experience delivering business and operational reviews to senior stakeholders.
- Exposure to business development, renewals support, and service growth planning.
- Experience implementing service improvement policies, processes, and governance frameworks.
