Oracle Advanced Customer Services (ACS)

In Advanced Customer Services customer success is our North Star, when organizations choose to partner with us, we work with them across their journey.

Businesses who have turned to Oracle for cloud and application solutions trust Oracle Advanced Customer Services to help them get the most out of their investment. For more than 20 years, Oracle Advanced Customer Services has helped more than 6,000 companies across 100 countries gain the speed, flexibility, and security features that they require. We work side by side with customers to understand their unique business goals and requirements—helping them maximize their investment, minimize risk, and achieve more.

https://www.oracle.com/support/advanced-customer-services

 

Who are we?

ACS Advanced Service Engineering (ASE) organization is a global, innovative, open-minded and diverse team of highly skilled technical engineers. The ASE establishes long-term trusted relationships with Oracle’s key customers helping them to maximize their Oracle Cloud and on-premise investment, innovate faster, and accelerate their business success with solutions for all Oracle Cloud, multi-cloud and on-premise environments.

 

Job Description

We are looking for a Cloud Enterprise Architect (CEA) who will be responsible of delivering best in class services to our ACS Customers running their solutions on private and/or public cloud environments.

• CEA establishes trust based client relationships and work closely with ACS’s highly experienced engineering teams to provide advanced technical advisory services to our clients.
• CEA understands the Customer business and industry requirements and is able to translate them into technical architectures aligned with Oracle’s best practices and service delivery standards.
• CEA must be on top of technology and always able to expand skills with emerging ones. With extensive problem resolution skills, CEA is accountable, trustworthy and able to build lasting relationships with the team members, other Oracle teams and the customers at different levels of the reporting line up to CIO or equivalent business owner.

 

As an ACS Cloud Enterprise Architect you will

• Assess and analyze customers business needs to make sure that Oracle solutions meets the customer’s objectives.
• Apply industry and Oracle best practices, product knowledge, and business acumen
• Be the Oracle Solution Delivery authority to ensure that customers make informed decisions regarding scope to achieve beneficial solutions cost effectiveness, quality and reusability.
• Providing technical guidance on Oracle cloud and/or on-premise solutions to customer and other Oracle team members to underpin successful delivery.
• Ensure successful handover from implementation toward operations making sure the implemented solution will fit the customer requirements in best in class operations of his environment.
• Maintain the Oracle Solution to make sure the customer demands needs will be met. Platforms for Oracle solutions are on premise, cloud or hybrid running various workloads (application, middleware, database and infrastructure).
• Be the main contact for new business opportunities by supporting our ACS presales team. Identifies and promotes opportunities for sales of Oracle products and services to support business growth
• Undertake research, investigations and developments in Oracle cloud technology in an appropriate way, and communicate the findings to the relevant interested stakeholder groups to inform business decisions.
• Actively lead and contribute to strategic ACS programs including innovation
• Work closely with different ACS team making implementation and operation of Mission critical environment a success.

 

Job Requirements, Skills and Qualifications

• Minimum five years (5) of experience delivering enterprise solutions and/or transformation programs ideally targeting cloud technologies.
• Enterprise Design/Architecture Framework experience such as TOGAF or similar
• Applicants are required to read, write, and speak fluently English. One or more of the following would be considered as a plus : Spanish, German, French.
• You may be required to deliver services both remotely or onsite depending on business requirements.
• You are proficient in designing and developing cloud solutions.
• Proven management of large and complex service solution in a large enterprise or service provider
• You have excellent analytical, problem solving, strong written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization.
• You are an undergraduate or higher level degree(s) holder or having an equivalent work experience will be considered too.
• You have a positive, resilient and creative attitude with an open and agile mind set in front of challenging situations.
• Driven to take Innovative proposals and make them mature solutions.
• You have the ability to break down complex problems/issues to determine suitability and make appropriate assessments and recommendations.
• You think out of the box and you are creative with solutions.
• You are keen to learn new cloud technologies.
• You act as a positive influencer on those around you and motivate others toward success.
• You embody our Values: Customer First, Collaboration, Innovation, Inspirational Leadership and Integrity.

 

Preferred Technical Skills:

• Overall good knowledge of Oracles private, hybrid and public cloud solutions
• Strong knowledge of Oracle Cloud Infrastructure (OCI)
• Good knowledge of networks technologies
• Good skills on Oracle Database
• Good skills in Oracle Middleware and PaaS services
• Understanding of Applications landscape and SaaS Solutions
• Good technical knowledge of relevant open source cloud technologies
• Strong understanding of cloud security
• Knowledge of Cloud native design solutions
• DevOps experience/skills

About us

• We believe in a development-focused culture, where employees have opportunities to learn, grow and find purpose.
• Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
• Oracle is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity and disability status, age, or any other characteristic protected by law.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Senior Principal Systems Engineer, you are a guru, with strong expertise across the stack & tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Bachelor*s and Master*s degree in Computer Science or Engineering (Advanced degree such as MBA and/or Ph.D. a plus) 10 years related experience prior to taking this position. In addition, extensive experience with Oracle*s core products, applications, and tools. Only proven top performing candidates of high integrity in previous job positions/grades are considered.