Service Delivery Management Consultant 3- Support (JoinOCI)

Oracle (Tokyo, 日本) 2日前

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 customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.





You will have the opportunity to help shape the cloud product and influence the adoption and usage patterns among top Oracle customers. 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!





Job Responsibilities




  • 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 OCI products.

  • 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. He/she will 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 consulting and project management skills.

  • Responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Engineering, Operations, 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.

  • 5 - 10 years of professional Information Systems experience, preferably in global and diverse organizations




Job Requirements




  • Develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction.

  • Background in Technical Operations and Support is required

  • Basic understanding of Cloud Technology and Microservices

  • 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 delivery

  • Advise the account on effective and efficient ways to use Oracle support services

  • Engage directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.
To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

Job duties are varied and complex utilizing independent judgment. May have project lead role.

Job: Support

Travel:

Location: JP-JP,Japan-Tokyo

Other Locations:

Schedule:

Job Type: Regular Employee Hire

Organization: Oracle

Service Delivery Management Consultant 3- Support (JoinOCI)

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