The individuals who are considered for this position should be consistently at the top level in their own specialty and beyond. They will work under limited supervision to apply management-level principles, concepts and methods to identify and resolve a variety of problems within assigned areas of responsibility.

 

This role uses own judgment, requesting assistance as necessary, such as during complex situations including personnel or service delivery issues which might introduce risk to the organization. Overall, the Technical Program Manager ensures successful delivery, working with all assigned Technical Leads and Focused Engineering Teams.

Roles and Responsibilities Technical Program Manager
 

Project and Delivery Management
 

• Own delivery engineering projects from the standpoint of planning, execution and service value creation spanning multiple customer accounts within a technical domain.
   
• Bring professional Project Management skills to scope projects, design project schedule, and document resource requirements.
   
• Work proactively with the customer and other key members of customer account team (TAM, Technical Leader,Territory Manager, etc.) to understand customer’s technical projects, pertinent goals, and KPIs and provide required technical guidance and oversight to the Service Delivery engineering team.
   
• Manage technical delivery along with Technical Leads, coordinate resource assignments and manage projects to drive desired results and maximize value to the customer. This may often include providing architectural advice/guidance throughout the delivery lifecycle.
   
• Has a clear understanding of strategic projects and contract deliverables in order to prevent scope creep and ability to lead various deliverables.
   
• Lead escalation calls as a domain expert and assist the SDM in managing all aspects of an escalation, including Situation Management and Executive communication.
   
• Maintain responsibility for quality and completeness of deliverables across customers or enterprises. Obtain and maintain knowledge base of customer product usage, understand unique use cases and document delivery case studies and lessons learnt across customer base.

Collaboration with Management
 

• Provide feedback to management on areas requiring specialized skills, help with workload optimization across project deliveries and identify delivery risk areas and corresponding mitigation plans.
   
• Mentor focused Engineers, Subject Matter Experts and other members within the technical domain.

 

Collaboration with ACS Product Management
 

• Generate new service ideas, lead special projects and roll out new ACS services.
   
• Share observations, experiences and lessons learned from ongoing delivery.
   

Collaboration with ACS Sales
 

• Recognize business opportunities within customer accounts and articulate additional ACS services.
   
• As a domain technical expert/architect, represent delivery in sales opportunities with customers.

 

• Participate in internal proposal approval process and provide input related to technical delivery and resources.
   

Skills
 

• Masters’ Degree or equivalent of 15+ experience in the IT industry.
   
• Progressive experience and exposure to various phases of software development lifecycle at enterprise levels.

 

• Exposure to multiple mission critical customers and complex customer environments.
   
• Acknowledged as a Technical Domain Expert/Architect within ACS, Oracle and/or in the industry.

 

• Project Management expertise with track record of rolling out and managing new projects, services and initiatives successfully.

 

• Industry leading certifications from institutions such as PMI, ITIL, Oracle, SAP, ISO etc.
   
• Technical leader known to act as a customer’s “Trusted Advisor” and lead architect of their delivery.

 

• Self-starter with robust people and influence skills and consistently a top performer in current role.
• Strong relationships with internal teams e.g. Dev/OCS and conversant with Support and ACS processes.
   
• Successful Technical Lead, Product Manager or Technical Project Manager with overall contribution to ACS business.

 

• Strong written and presentation skills with proven record of delivering to various user groups, Oracle Open World or other public forums.

 

• Excellent communication skills.

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.