Specialist Technical Account Manager - Federal

Oracle Cloud Infrastructure Technical Account Manager

This role will partner, influence and support project and leadership teams in strategy development and execution by providing subject matter business/technical expertise in Oracle Products especially products that fall under OCI (SaaS, IaaS, PaaS). Act as a trusted technical advisor and liaison between customer and Oracle implementation, support and development teams in implementing best practices to enhance the value of Oracle Products and Oracle Cloud.

Position Overview:

Client advocate that provides guidance around product expertise and translates customer needs/requirements into integrated solutions. Responsible for understanding and translating customers business requirements into specific systems, applications, or process designs. Able to do fit gap analysis of customers cloud environment and come up with a roadmap to transition and implement a best fit solution that meets customer requirements. Act as an advocate for the customer. Excellent understanding of Oracle Product set (Fusion, OCI, on-prem) to be able to enable business process transformation discussions with the customer and with internal teams. Be able to manage the communication and bring needed focus from various teams in ensuring project follows standard lifecycle from discovery, design, development, implementation, testing to go-live activities (SDLC).

Key Responsibilities:

Key leader, contributor and proactive collaborator to define and align the functional and technical vision for the program solution. Participate in identifying the system, subsystems, and interfaces, validate technology assumptions and evaluate alternatives. Align with product roadmap and features with Oracle's new release cycles, business enhancements and production break-fix solutions. Lead and oversee end to end SDLC process from requirement intake, design, build, testing and deployment. Works closely with management – Portfolio Manager and the roles within the pods (e.g., Business Analyst, Integration Specialist, QA, etc.) and contribute to strategic planning, direction, and goal setting for the department or function in collaboration with senior management. Drive the deployment of customers workloads to Oracle Cloud by providing deployment guidance, supporting development of the customers Cloud adoption model, and providing appropriate recommendations to overcome blockers. Proven hands-on experience with Oracle Cloud Infrastructure (OCI). Strong expertise in Terraform for provisioning OCI resources. High proficiency in scripting and programming languages (e.g., Bash, Python, Shell). Solid experience deploying and managing workloads on Kubernetes, ideally on OKE. Experience building monitoring dashboards and alerts using Prometheus and Grafana. Strong understanding of cloud networking, security, and IAM models. Hands-on experience in designing cloud architecture and developing secure infrastructure frameworks. Familiarity with modern CI/CD and DevOps tools and methodologies. In this role one will engage with a wide cross section of internal and external partners – development, support, services, and third-party partners to drive Oracle Cloud adoption efforts. Cross functional team management experience is a must. Excellent written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization. Understanding of CSS Service Portfolio (Cloud and On-prem).

Other Core Responsibilities:

Customer Engagement: Serves as the main point of contact for highly complex contracts, providing business process, product/service (e.g., hardware, applications, software) functionality, and/or implementation expertise in an advisory manner. Acts as a role model for other Technical Account Managers (TAMs). Drives efforts to provide timely services, ensuring alignment with their practices, procedures, contractual budgets, providing expert-level insight on the development, utilization, and revision of contractual agreements. Maintains customer relations, communicating with key leaders across internal and external teams and lines of business to ensure satisfaction. Provides updates on customer status to senior leadership. Educates customers on the most effective and efficient way to leverage Oracle services, products, and tools, leading others to take innovative approaches and providing feedback on customer organization performance and assisting in the development of support strategies. Issue Resolution: Reviews service requests and guides others to identify relevant information to gather from appropriate parties and takes the lead to determine next steps. Anticipates and identifies potential crises or concerns and takes the lead in resolving customer issues and incidents in a timely manner, leveraging extensive expertise and knowledge of available resources and other customer experiences across Oracle to develop innovative solutions and mitigate future challenges. Takes ownership of connecting and escalating high-impact issues to relevant teams or management, demonstrating foresight in identifying and reporting critical pain points and minimizing business impact. Account Management and Governance: Drives the development and management of service delivery and project plans throughout their lifecycle and ensures positive margins according to governance and account management expectations and contracted terms, mentoring others. Implements goals for maintaining accurate and up-to-date customer account information, contracts, and service history, addressing any gaps or needs for additional information. Ensures adherence to the schedule for conducting account planning and reviews, closely monitoring, and communicating the status of highly complex projects including identification of risks and mitigation recommendations. Actively engages in reviewing and updating documentation, partnering with senior team members and leadership to maintain contract cost analysis, resource allocation, scheduling, and scope management, providing assistance to others working to meet contract revenue and margin objectives. Leverages understanding of business needs and collaborates across teams to anticipate and identify opportunities to propose and lead the delivery of new opportunities and contract renewals and reports results to key leaders. Technical Delivery Management: Leading the review of and advises customers on optimal use and health of their Oracle product/service investment, serving as an expert and driving ongoing maintenance to optimize and ensure effectiveness and performance of the product and/or service. Serves as a role model for collaborating with cross-functional teams, influencing the execution and development of technical delivery plans. Leads others to act as a liaison between customers, internal, and external teams. Recommends opportunities to others to increase customer understanding and improve their ability to adopt product and service changes according to policies and best practices. Innovation and Continuous Improvement: Collaborates extensively with peers across teams and lines of business to lead the adoption of innovative ways to deliver service to customers and optimize overall product and service utilization to achieve ROI goals, influencing roadmaps and customer decision making. Serves as a role model for driving innovation, identifying ways to experiment with new approaches, and seeking opportunities to share knowledge of product, service, and/or support information or issues. Anticipates and leads others to identify and capitalize on opportunities for enhanced value for services. Provides input on decisions made when developing new services and/or processes, influencing others across teams to stay abreast of technological, business, and industry trends.

Technical and Professional Skills:

Bachelor's degree in computer science or a related field or an equivalent combination of education and work experience. 8-15 years in IT industry and 5 years of demonstrated experience of OCI with thorough understanding. Excellent analytical and problem-solving skills, with ability to quickly understand the business functionality, converting them into technical solutions, while considering the broader cross-module impacts. Cross-Platform Flexibility & Adaptability: Background in working with one or more major cloud platforms (AWS, Azure, GCP), with the capability to quickly adapt to Oracle Cloud Infrastructure (OCI). Cloud certifications are a plus but not mandatory if there is demonstrated relevant experience. Experience in leading Business Analysis, Business Process Design and Application Development (SDLC). Successful track record in delivering IT solutions on time and on budget. Excellent communication and presentation skills (MS Outlook, MS Excel, MS Word, MS Vision and MS PowerPoint, etc.). Demonstrate successful working relationships with all levels of IT and Business Partners. Extensive experience working in a team-oriented, collaborative, remote environment. Excellent analytical, communication and organizational skills. Be able to lead, simplify and articulate. Possess self-awareness and the ability to use constructive feedback to improve performance. Team-Player who creates a positive team environment. One full cycle implementations of Cloud desired. Ability to travel to customer locations and internal sessions (25%).