Technical Account Representative - Oracle SaaS product (ERP, SCM)

Our Ideal Candidate:

Our ideal candidate will typically be expected to demonstrate the following attributes:

• Good functional knowledge in Oracle SaaS product (ERP, SCM)
• Good awareness of various AI features for Oracle Cloud Applications (SCM, ERP)
• Understanding of Functional & Technical architecture landscape
• Should have a strong customer facing skills
• Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate very dynamic business.
• Excellent team player, willing to learn new technologies
• Strong organization skills, detail oriented & communication skills. .
• University degree, with post graduate technical or management qualifications or other relevant experience.
• ITIL Foundation Certification in IT Service Management
• Experience with implementation and support of Oracle SaaS ERP, SCM Applications, including at least 2 full cycle projects
• Fusion ERP, SCM Certification preferred

Your Qualifications:

The candidate should have 12+ years of IT experience which includes Service Delivery Management experience and have a track record in collaborating with large-scale global teams. High commitment with his/her customers is must.

The role will be based out of Bangalore/NCR/Mumbai

Key tasks include, but are not limited to, the following:

SCOPE:

• Manage service delivery activities for customer's Oracle SaaS setup
• Represent as a single point of contact between customer & Oracle.
• Manage the service delivery through virtual team of resources from multiple XLOBs
• Establish priorities & Service growth plans for customers aligned to Oracle's Cloud Strategy.

RESPONSIBILITIES

• Prepare & deliver Monthly Service Reviews to customer
• Monthly Incident Analysis Reports - Trend Analysis & Status of Remediation
• Deliver Quarterly SVRs
• Responsible for sharing RCA with customer & Remediation follow-up
• Coordinate with XLOBs during any Major incidents to drive incident resolution
• Issue and Risk Management
• Escalation Management

Technical/Functional Expertise:

• Proficient in Oracle SaaS (ERP,SCM)
• Worked as Project Manager or Service Delivery Manager to manage Oracle SaaS products
• Certifications : Oracle Fusion Cloud Applications ERP Process Essentials
• Awareness of various AI features for Oracle Cloud Applications (SCM, ERP)

Soft Skills:

• Able to consider diverse perspectives
• Ability to articulate and translate customer needs into solutions.
• Demonstrates creativity and innovativeness.
• Stakeholder management: Strong ability to manage stakeholders effectively.
• Customer management: Strong ability to manage customer expectations
• Excellent communication abilities
• Ability to communicate with virtual XLOB team(s)
• Ability to lead and drive technical discussions related to Oracle Cloud Applications (ERP, SCM)

Career Level - IC5