Technical Delivery Lead - Managed Cloud Services

This role is highly technical and involves providing technical leadership and advice to customers and delivery teams to maximize customer satisfaction, ensure quality, and maintain control of services delivered. The PSE collaborates closely with the ACS Technical Account Manager (TAM) and is responsible for managing the technical resolution of critical incidents when the customer's business function is down.

As a technical leader, the PSE works directly with customer representatives, TAM, and various AM&R tiers to ensure efficient delivery of services as per the AM&R contract, maintaining high standards of quality. The role primarily focuses on proactive technical support, a key differentiator in the AM&R support model. The PSE closely monitors service delivery to quickly identify and address any gaps.

We are seeking a Senior Professional with hands-on expertise in one of the following areas : Linux / Solaris OS, Cloud OCI, Oracle Database, Exacta, MDW components, Oracle Apps.

• At least 10 years of experience in a senior technical role within an IT support organization.
• Expertise in Oracle software products.
• Expertise in one or more Oracle engineered systems products is desirable.
• Expertise in Cloud-based services.
• Strong background and work experience in IT support disciplines.
• Excellent written, verbal, and presentation communication skills in English.
• Proven ability to work with English-speaking customers.
• Proven experience working 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 attention to details and facts.
• Experience working internationally.
• Degree in a relevant discipline or equivalent experience.
• Maintain and develop own technical skills.
• Maintain high levels of customer satisfaction.
• Align with both customer and TAM to ensure service delivery within the contractual scope.
• Ensure high service delivery quality (control, predictability, and consistency).
• Maintain operational stability of customer environments.
• Ensure service delivery efficiency through standardized processes and tools.
• Communicate new growth opportunities to management.
• Overall responsibility for customer support and satisfaction.
• Serve as internal Customer Subject Matter Expert.
• Serve as Technical Service Subject Matter Expert.
• Lead technical resources for critical incidents, proactive support, and change management.

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