Job Description
Serves as a trusted advisor to customers and technical expert on technologies across the marketplace to shape guidance provided to customers. Serves as a go-to technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and best practices. Leads organization-wide optimizations (e.g., automation) into solutions and technical delivery in coordination with the customer team. Acts as an internal and/or external expert point of contact and escalation point for critical technical and process issues and provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation. Assists customers with highly complex software updates, upgrades, configuration, and incident remediation and educates and mentors junior engineers to educate customers on product features, upgrades, and best practices. Leads the scoping, creation, and maintenance of customer deliverables to help customers with solution implementation. Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain. Drives cross-functional solution alignment with technology strategy and business goals. Delivers presentations and acts as a technical expert and executive presence during presentations for junior engineers.
Responsibilities
KeyResponsibilities
Technical Leadership:
-Serves as a trusted advisor to customers and a technical expert on
technologies across the marketplace (e.g., technical speaking engagements,
publications) to shape guidance provided to customers.
-Recognized as a technical expert with highly specialized knowledge across
Oracle and non-Oracle technologies, products, services, and market trends,
serving as a go-to expert for complex or high-impact scenarios.
-Defines or adjusts strategy for highly complex pre-sales activities,
contributing to long-term account growth and solution fit.
-Leads organization-wide and customer fleet-wide optimizations or efficiency
efforts (e.g., automation, streamlined processes, elimination of redundant
effort), coordinating with the TAM, ASE engineers and others on the Oracle
customer team.
-Works with external partners to ensure appropriate design and implementation
of solutions and promote best practices for technology deployment and
workloads, and their stability, maintainability, upgradeability, and
performance.
Service Delivery:
-Acts as internal and/or external expert point of contact and escalation point
for critical technical and process issues encountered in the customer's
supported environment.
-Provides proactive and reactive remote or onsite technical assistance in close
cooperation with Support and Product Development teams, for problem analysis
and investigation and providing and verifying workarounds and acting as a field
point of contact for various LOBs.
-Assists customers with highly complex software updates, upgrades, change
management, and incident remediation, identifying key risks and mitigation
strategies that may impact project success.
-Analyzes new and highly complex issues encountered by customers by performing
thorough technical root cause investigations.
-Reviews themes across lessons learned post-project and leads changes to
improve technology implementation.
Global Customer Engagement & Education:
-Acts as expert technical lead for customers and partners with customer
leadership to, ensuring solutions address business needs and drive long-term
business transformation.
-Educates and mentors junior engineers to educate customers on product
features, upgrades, and patches, and drives and shapes adoption of best
practices for technology deployment and workloads, and their stability,
maintainability, upgradeability, and performance.
-Provides executive presence for junior team members during customer meetings
where technical expertise is required for critical or escalated issues or where
expert technical direction is needed for key decisions.
-Uses holistic view of solutions and contextual understanding of customer
solutions to influence customer direction.
Technical Design & Documentation:
-Leads the scoping, creation, and maintenance of customer deliverables, SOPs,
and documentation to help customers implement solutions.
-Leads highly complex problem analysis and investigation, providing documented
technical solutions ready for customers to implement, test and maintain.
-Oversees how solution designs are developed across programs, ensuring the use
of appropriate methodologies and adherence to Oracle and enterprise
architectural standards.
-Scopes potential customer requests and clarify value-add for a service during
pre-sales.
-Defines best practices and provides mentorship to engineers across multiple
teams.
-Ensures technical designs are forward-looking, scalable, and aligned with
broader strategic direction.
-Translates market trends into design strategies that prepare the business for
future growth.
Influence & Collaboration:
-Drives cross-functional alignment of internal and external stakeholders to
ensure alignment with technology strategy and business goals, facilitating
collaboration across multiple programs and senior stakeholders.
-Identifies opportunities for expanding partnerships and with key contacts
across functions and creates opportunities to facilitate networking for lower
levels.
-Works with customer senior leadership to influences priorities based on
technical vision to support customer's technical roadmap.
Innovation & Business Development:
-Leverages customer insights and partners with product management to ensure
alignment with technical ecosystem when driving new service offerings and
engagement methods.
-Leverages customer insights to shape new service offerings and engagement
methods.
-Leads technical scoping in strategic deals, partnering with sales teams to
define the solution approach and ensure business needs are translated into
viable technical deliverables.
-Shapes growth opportunities by aligning Oracle solutions with customer
roadmaps and business drivers.
-Delivers presentations and acts as a technical expert and executive presence
during presentations for junior team members and communicates details on
integrated solutions that drive strategy.
-Uses deep technical, functional, and service delivery expertise across
technologies to strategically influence customer perception of value.
Additional Responsibilities (as needed)
Technical Solution Design:
-Drives technical strategy and architecture across the organization, mentoring
technical leaders and ensuring alignment with business goals using broad
knowledge across multiple technologies/ services.
-Oversees architectural and solution design reviews across programs, ensuring
technical excellence and mentoring senior engineers across technologies and
services in scalable design principles.
-Guides teams in applying consistent design practices aligned to current and
emerging business needs using expertise across multiple technologies/services.
-Shapes and maintains architectural principles, introducing innovative
approaches and evolving design practices to remain competitive in a rapidly
changing market.
-Drives high-level design (HLD) development by introducing new methods across
technologies/services, promoting creativity, and ensuring solutions reflect a
deep understanding of organizational technical operations.
-Creates and establishes internal policies, processes, and standards for
security, scalability, and other product/service fundamentals related to
solution delivery across a family of technologies or services at the
organization or cross-organization level.
Delivery Program Management:
-Owns the planning, execution, and service value c
