Oracle

Principal Technical Program Manager, CASE - CRE

Posted On

March 1, 2024

Location

Bengaluru, Karnataka

Experience Level

Professional

Job Type

Permanent

Apply By

Aug. 28, 2024

Job Description

Role

Customer Reliability Engineering (CRE) is seeking a dynamic and self-motivated team player to join our team. As a valued member of the Application Cloud Services Excellence Organization, you will play a crucial role in delivering support and solutions to Oracle's customer base, acting as a customer advocate and providing both non-technical and technical assistance, some of the activities include:

Customer Support:

Resolve post-sales non-technical customer inquiries and technical questions via phone and electronic means.
Act as the primary point of contact for customers, facilitating strong relationships and offering guidance on diverse customer situations.

Technical Expertise:

Provide strategic technical support to ensure the highest level of customer satisfaction.
Utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues.
Act as an expert member of the technical problem-solving team, addressing extremely complex and critical customer issues.
Conduct on-site customer visits as needed.

Technical Skills:

Mandatory:

Oracle Database 9i/10g/11g/12c
- Administration
- RAC
- Standby
- ASM
- RMAN
Linux
Fusion Apps
WebLogic Administration

Optional:

10g/11g Fusion Middleware products
- BPEL
- SOA
- WebCenter
- EssBase
- BI
- OBIEE
Java
Scripting (Python/Shell)
Oracle Application Servers
Identity Management
- OAM
- OID
- OIM

This position requires a wide range of technical skills, and the successful candidate will have the opportunity to contribute to diverse and challenging projects in a collaborative and innovative environment.

Responsibilities

Key Responsibilities:

Cloud Operations Oversight:

Monitor day-to-day cloud operation activities for assigned customers, ensuring alignment with customer milestones.
Conduct regular reviews to guarantee adherence to the customer's operational objectives.

Issue Analysis and Resolution:

Analyze and troubleshoot the customer's top issues, directing them to the appropriate Oracle groups for resolution.
Serve as the primary operations point of contact for the customer, providing support during Go Live activities.

Performance Optimization:

Analyze environment performance in line with customer plans and collaborate with internal Oracle teams to recommend and implement corrective actions.
Lead initiatives to enhance system performance and ensure optimal functionality.

Application Service Excellence:

As a valued member of the Application Service Excellence organization, take a lead role in designing, developing, modifying, debugging, and evaluating programs for highly complex application implementations and production systems.
Provide expertise in analyzing existing programs and formulating logic for new internal systems.
Develop comprehensive conversion and system implementation plans.

Innovation:

Provide expertise in managing extremely complex internal systems, often at the forefront of technology.
Recommend and justify major changes to existing internal systems, contributing to the continuous improvement of processes and standards.
Collaborate with cross-functional teams to drive innovation and efficiency.

Qualifications:

Bachelor's or Master's degree, or equivalent experience relevant to the functional area.
Ten or more years of related experience recommended

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