Preferred Qualification 

Responsibilities falls into five major areas: 

• Customer Affinity

Obtains and maintains a working knowledge of the customers covered environments and how the customer utilizes the various Oracle Products. 

• Technical Account Management

Works proactively with the customer to understand key customer projects, pertinent goals, and customer Key Performance Indicators, (KPI).

Jointly develops an account plan and strategy with the Service Delivery Manager, for leveraging the acquired ACS services to achieve the desired value-based objectives.

Perform ongoing technical account oversight and conduct periodic Account Reviews.

• Coordination of Contracted Deliverables

Jointly develops a Service Delivery Plan with the Service Delivery Manager, that maps key account objectives to specific contract deliverables identified with the ACS contracts.

Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results & deliver high-value to the customer.

Properly manage project efforts to prevent scope-creep and ensure optimal profit margin.

• Establish Service Value Proposition

Works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPI’s, and the associated Payback Avenues to drive ROI for the customer.

• Assist with Business Development

Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.

 The specific details of their responsibilities and task will vary with the type of contract or contracts being covered. 

 As a ‘Trusted Technical Advisor’, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. 

 Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs.

Builds significant long-term relationships with key customer contacts. Significant background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and substantial Business Acumen.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

Preferred Qualifications:

• Minimum of a Bachelor level degree in Computer Science, with Master's degree a plus or degrees in Engineering along with equivalence of +6  years related work experience.
• Experience with Exadata architecture, patching and tunning activities are mandatory.
• In addition, Oracle DBA skills that include Oracle RDBMS (11 - 19c)
• DataGuard, ODA,ZRDLA, Exalytics, GoldenGate, Real Applications Clusters/CRS, Oracle Enterprise Manager (OEM), partitioning are a plus.
• Provide training in technology area as well as customer environments
•  Maintain affinity with customer

o   The technical face to the customer

• Review of incoming work for SSC (SR, projects, on site, etc.)

o   Negotiate SR work

o   Determine skills requires for work

o   Allocate work to appropriate resource

• Identify new opportunities
• Aware of resources available and assign them
•  Knowledge of customer environments and systems
• Aware of contract requirements and ACS services available.
• Research technical and industry related issues
• Root cause analysis of difficult problems and their solutions
•  Facilitate resolution of support requests for the customer through the utilization of SSC, ACS and GCS resources.
• Interfacing with the SDM to help explain the situation and expedite resolution
• Perform patch validation
• Learn new skills to work with customer projects
• Hands on & on site work
• Identify and communicate pertinent Oracle alerts
• Communicate Oracle's future enhancements plans
• Provide future direction and guidance on application deployment plans
• Perform regular status reviews of problems/issues
• Interface with Oracle development, consulting and on-site support
• Provide education/communications on support efficiencies and Oracle Support Services
• Be available in order to attend problems outside of working hours as well  some travel may be required
• Oracle Database Certifications: Oracle OCP certified or OCM Oracle Certified Master (Desired not required)
• Demonstrated ability to coordinate the resolution of escalated issues
•  Manage escalated technical situations & develop action plans
• Provide proactive support to benefit the customer
• Ability to facilitate issues with Development and Support
• The ability to perform in-depth analysis
• Excellent oral and written communication skills
• Proficient in spoken and written English 
• Strong team player
• Self-starter, innovative, resourceful, and results oriented

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.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.