Principal Cloud Engagement Manager

Job Description

Oracle is changing the cloud industry and has built the most modern, performance focused, and resilient cloud offering in the market today. We seek your cloud expertise to deliver a game changing cloud experience to our customers. You will be responsible for engaging directly with the strategic customers and internal Oracle teams on Incident Management, Problem Management, Change Management, Reporting, Business Reviews, and other Support and Technical Operations related activities.

You should have a demonstrated ability to think strategically about business, create technical definition around customer objectives in complex situations, develop solution strategies, motivate and mobilize resources, and deliver results.

If you are a change agent who can dream big and inspire customers – we want to meet you!

Qualifications

• More than 7 years of professional Information Systems support and technical operations experience required, preferably in global and diverse organizations (Japanese business-level language skill is a plus).
• Develop and manage the Oracle Support relationship with designated strategic accounts throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction.
• Basic understanding of Cloud Technology and Microservices
• Engage directly with the customer and internal Oracle teams on Incident Management, Problem Management, Change Management, Reporting, Business Reviews, and other Support and Technical Operations related activities.
• Align and drive OCI teams to ensure full contractual compliance on processes, policies, SLA/SLOs, etc.
• Represent the customer as a single point of contact within Oracle.
• Manage the support and operations engagement as defined by the customer requirements
• Develop and maintain relationships with senior management across lines of business and third parties
• Plan and deploy Support and Operational activities to ensure effective migration and service delivery
• Advise the account on effective and efficient ways to use Oracle support services
• Native / Bilingual, or Professional Proficiency in English
  
  
  

Career Level - IC4

Responsibilities

• Responsible for providing customers with the guidance and support needed throughout the full lifecycle of implementation to ensure successful and most effective use of OCI products and services.
• Deliver regular service delivery reviews to assigned customers, together with recommendations for improvements to align with best practices.
• Act as the primary liaison between Oracle, the customer, and other involved parties. 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 analysis, technical and operational consulting, and project management skills.
• Responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Engineering, Operations, leadership, etc.) and coordinating resources as necessary to resolve problems.
• Collaborate daily with team members from EMEA, APAC, and North America.
• Job duties are varied and complex utilizing independent judgment.
  
  
  

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