Oci Customer Technical Lead

OCI Customer Technical Lead-230002N9

**Applicants are required to read, write, and speak the following languages***: English, Arabic

**Preferred Qualifications**

The Technical Delivery lead aka Primary Support Engineer (PSE) role is for a senior **_technical_** resource to deliver Managed Cloud Services to a variety of diverse and demanding customers located in JAPAC and EMEA.

This role is highly technical and is named to customers to provide technical leadership and advice to other delivery teams to maximise customer satisfaction, assure Quality and maintain control of the services delivered in close collaboration with the ACS Technical Account Manager (TAM) to customers. The PSE is responsible to manage the technical resolution of critical Incidents when the customer's business function is down.

As the technical leader, the PSE works closely and directly with customer representatives, TAM and different AM&R tiers to ensure that the services described in the AM&R contract are delivered efficiently and with the highest standards of quality. The PSE role is mainly focused on technical proactive support which is a key differentiator in the AM&R support model. The PSE tracks the AM&R service delivery very closely and continuously in order to quickly detect and address any possible gaps.

Responsibilities displayed in the job posting

**Responsibilites**
- Be the customer facing technical lead role
- Maintain and develop own technical skills
- Maintain high levels of customer satisfaction
- Be aligned with both customer and TAM to ensure a service delivery within the contractual scope
- Keep a high level of service delivery quality (control, predictability and consistency)
- Maintain the operational stability of customer environments
- Ensure service delivery efficiency by pushing standardized processes and tools
- Communicate new growth opportunities to management
- Overall customer support and satisfaction
- Internal Customer Subject Matter Expert
- Technical Service Subject Matter Expert
- Lead technical resource for:

- Critical Incidents
- Problem Management
- Proactive Support
- Change Management

**Qualifications**
- At least 10 years experience in a senior technical role within an IT support organisation
- Expert level expertise in Oracle software products
- Expert level expertise in one or more Oracle engineered systems products is desirable.
- Expert level in Cloud based services.
- Strong background and work experience in an IT support discipline
- Excellent written, verbal and presentation communication skills in English.
- Proven ability to work with English speaking customers.
- Excellent computer skills (spreadsheet, documents, presentations)
- Proven ability to work with Fortune 100 customers in pressured or escalation situations
- Excellent interpersonal skills and a collaborative working style
- Ability to challenge and debate issues of importance to the organization
- Persuasive with details and facts
- Delegate responsibilities effectively
- Experience in working internationally
- Continuous approach to self-improvement
- Degree in a relevant discipline or equivalent experience

**Detailed Description and Job Requirements**

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 an Advisory Systems Engineer, 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. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

**Job**: Support

**Location**: EG-Egypt

**Job Type**: Regular Employee Hire

**Organization**: Oracle