Principal Technical Account Manager

About the Company/Team

Oracle Customer Success Services (CSS) helps organizations maximize the value of their Oracle investments and extend confidently into the cloud. CSS delivers enterprise-grade, end-to-end managed cloud services across Oracle’s broad portfolio of business applications, middleware, database, cloud infrastructure, and hardware technologies.

The Oracle Customer Success Services team brings deep technical expertise, strong service delivery capabilities, and a customer-first approach to support customers throughout their business and technology transformation journey. As part of our continued growth, we are looking for an experienced Technical Account Manager to manage service delivery, strengthen customer relationships, and drive operational excellence across Oracle Cloud and on-premises environments.

Job Summary

The Technical Account Manager will serve as a trusted advisor and single point of contact for customers using a diverse set of Oracle products and services. This role is responsible for managing service delivery activities, coordinating virtual teams, driving incident and problem resolution, and ensuring high levels of service quality, availability, and customer satisfaction.

The ideal candidate will bring strong experience in Oracle SaaS applications, Oracle Database, Oracle Cloud Infrastructure, IT service management, incident management, and customer-facing service delivery. The role requires strong technical understanding, project management discipline, stakeholder communication, and the ability to operate effectively in high-pressure, high-visibility situations.

Qualifications & Skills

Mandatory

• University degree in a relevant technical, business, or management discipline, or equivalent practical experience.
• Strong service delivery, operations, or technical account management experience in enterprise IT environments.
• Good understanding of Oracle SaaS applications, especially Oracle HCM, ERP, and SCM modules.
• Hands-on technical understanding of Oracle Database and one or more Oracle Applications such as Fusion Applications, E-Business Suite, PeopleSoft, or JD Edwards.
• Knowledge and experience with Oracle Cloud Infrastructure, Exadata, and Exadata Cloud Service.
• Strong understanding of technical architecture, operating systems, networking concepts, and production IT operations.
• Demonstrated experience with incident management, problem management, change management, and event management processes.
• Ability to coordinate resolution efforts for escalated issues across multiple customer groups, technical teams, and business stakeholders.
• Strong understanding of the business impact of critical incidents and service disruptions.
• Excellent customer-facing, communication, stakeholder management, and executive-level reporting skills.
• Ability to multitask, stay composed in high-stress and high-visibility situations, and reprioritize work in a dynamic business environment.
• Willingness to work in rotational shifts as required.
• Strong organizational skills, attention to detail, teamwork, willingness to learn, and problem-solving ability.

Good-to-Have

• Postgraduate technical, business, or management qualification.
• OCI Certification.
• ITIL Foundation Certification in IT Service Management.
• PMP or equivalent project management certification.
• Experience working with virtual teams across multiple geographies.
• Experience delivering business and operational reviews to senior stakeholders.
• Exposure to business development, renewals support, and service growth planning.
• Experience implementing service improvement policies, processes, and governance frameworks.

Key Responsibilities

• Manage service delivery activities for customers using Oracle products deployed across cloud and on-premises environments.
• Act as the single point of contact between the customer and Oracle for service delivery, escalations, operational reviews, and service improvement initiatives.
• Review customer services, contracts, scope, deliverables, risks, issues, dependencies, and service obligations in line with Oracle standards.
• Develop and manage service delivery plans, including key deliverables, resource coordination, RACI, risks, dependencies, and improvement actions.
• Lead and coordinate major incident management activities to restore normal service operations quickly and minimize business impact.
• Facilitate outage calls, engage required technical resources, track progress, and ensure effective communication with executives, business leaders, and technical stakeholders.
• Analyse operational data and prepare service review reports covering metrics, service levels, risks, issues, and improvement opportunities.
• Manage service governance activities, including service planning, technology change management, problem management, escalation management, customer satisfaction, renewals support, and best-practice recommendations.

Self-Assessment Questions

Candidates may reflect on the following questions before applying:

• Do I have practical experience managing service delivery or technical account management for enterprise customers in Oracle Cloud, SaaS, database, or application environments?
• Can I confidently coordinate major incidents, escalations, outage calls, and restoration activities while managing communication with technical teams and business leaders?
• Do I have a strong working understanding of Oracle SaaS applications, Oracle Database, Oracle Applications, OCI, Exadata, or Exadata Cloud Service?
• Am I experienced in IT service management processes such as incident management, problem management, change management, and event management?
• Can I stay composed, organized, and customer-focused while handling high-pressure production issues, shifting priorities, and rotational shift requirements?

Career Level - IC4