Senior Technical Account Manager

Oracle India Private Limited; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Health Insurance

Retirement plan

Volunteer programs

Job summary

Oracle India Private Limited is seeking a Senior Technical Account Manager to act as a trusted advisor for customers using Oracle products, coordinating cross-functional teams, and driving incident resolution to ensure high service levels.

The role emphasizes strong technical knowledge of Oracle Database, OCI, and Oracle Applications, with a focus on stakeholder communication, executive reporting, and service improvements in a dynamic environment.

Qualifications

• Mandatory university degree or equivalent practical experience.
• Experience in service delivery/technical account management in enterprise IT.
• Knowledge of Oracle SaaS (HCM, ERP, SCM) and Oracle Applications.
• Hands-on understanding of Oracle Database and Oracle Applications.
• Familiarity with OCI, Exadata, and Exadata Cloud Service.
• Experience with incident, problem, change, and event management processes.

Responsibilities

• Manage service delivery for Oracle products across cloud and on-prem environments.
• Serve as single point of contact for service delivery, escalations, and reviews.
• Review contracts, scope, deliverables, risks, and dependencies.
• Develop and manage service delivery plans with RACI and improvement actions.
• Lead major incident management to restore service quickly.
• Coordinate outage calls and communicate with executives and stakeholders.
• Prepare service review reports with metrics and SLAs.
• Oversee governance, change management, and renewals support.

Skills

Service delivery

Incident management

Technical account management

Oracle Cloud Infrastructure

Oracle Database

Stakeholder management

Executive-level reporting

Multi-tasking under pressure

Education

University degree

Tools

Oracle Cloud Infrastructure

Exadata

Exadata Cloud Service

Job description

Senior 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. CSS brings deep technical expertise, strong service delivery capabilities, and a customer-first approach to support customers throughout their business and technology transformation journey.

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.

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

• 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

IC3 Only

Experience Level

Senior Level

Benefits

• Competitive benefits that support our people with flexible medical, life insurance, and retirement options.
• We also encourage employees to give back to their communities through our volunteer programs.
• We’re committed to including people with disabilities at all stages of the employment process.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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