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Principal Cloud Engagement Manager, DRCC and Alloy Strategic Customers

OracleTOKYO, Japan

21 days ago

Job description

Cloud Engagement Manager (CEM) is a key role in growing OCI's distributed cloud strategy, including DRCC and Alloy. The role will lead programs to support customer business growth and increase OCI consumption by leveraging distributed OCI. As a project manager, the role will manage projects related to customers and involve the OCI team in taking on solving problems and improving support and technical operations.

Oracle is changing the cloud industry and has built the most modern, performance focused, and resilient cloud offering in the market today. We seek your cloud expertise to deliver a game changing cloud experience to our customers. You will be responsible for engaging directly with the strategic customers and internal Oracle teams on Incident Management, Problem Management, Change Management, Reporting, Business Reviews, and other Support and Technical Operations related activities.

You should have a demonstrated ability to think strategically about business, create technical definition around customer objectives in complex situations, develop solution strategies, motivate and mobilize resources, and deliver results.

If you are a change agent who can dream big and inspire customers – we want to meet you!

Qualifications

More than 10 years of professional Information Systems support and technical operations experience required, preferably in global and diverse organizations (Japanese business-level language skill is a plus).
Develop and manage the Oracle Support relationship with designated strategic accounts throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction.
Basic understanding of Cloud Technology and Microservices
Engage directly with the customer and internal Oracle teams on Incident Management, Problem Management, Change Management, Reporting, Business Reviews, and other Support and Technical Operations related activities.
Align and drive OCI teams to ensure full contractual compliance on processes, policies, SLA / SLOs, etc.
Represent the customer as a single point of contact within Oracle.
Manage the support and operations engagement as defined by the customer requirements
Develop and maintain relationships with senior management across lines of business and third parties
Plan and deploy Support and Operational activities to ensure effective migration and service delivery
Advise the account on effective and efficient ways to use Oracle support services
Native / Bilingual, or Professional Proficiency in English & Japanese

Career Level - IC4

Responsible for providing customers with the guidance and support needed throughout the full lifecycle of implementation to ensure successful and most effective use of OCI products and services.

Deliver regular service delivery reviews to assigned customers, together with recommendations for improvements to align with best practices.

Act as the primary liaison between Oracle, the customer, and other involved parties. Serve as Oracle's support / services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business analysis, technical and operational consulting, and project management skills.

Responsible for escalating issues across multiple business units within Oracle (. Technical Support, Engineering, Operations, leadership, and coordinating resources as necessary to resolve problems.

Collaborate daily with team members from EMEA, APAC, and North America.

Job duties are varied and complex utilizing independent judgment.

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