Job Description

This position will be responsible for providing customers with the mentorship and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. In addition, this position will be an authority in ensuring overall customer satisfaction with Oracle’s products and related implementation services.

This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The TAM will act as the main liaison between Oracle, the customer, and the system integrator with respect to the implementation. They will 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 specifications analysis, technical consulting and project management skills. The TAM is responsible for bringing up issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as vital to resolve problems.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very sophisticated, involving the application of advanced technical/business skills in area of specialization. Proven success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrable experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.

Act as the main contact between customers, Oracle and third parties with respect to Oracle delivery. It has the responsibilities on the overall customer management and the service delivery management to resolve their needs, and identify appropriate solutions. Handling the resources from Global Delivery team to make sure the project success, on schedule, within budget, and overall customer satisfaction is achieved.

He/ She is responsible for P&L for the project team; deliver accurate forecasts for allocated territory; meeting set targets for bookings, online renewals and contract backlog; leading contributor individually and as a team member, providing direction and mentoring to others; leverage and align with all relevant line of business within Oracle, develop and build those relationships with Critical team members. He / She is also responsible to support the Sales team to develop and growth our footprints in Hong Kong installed base; by positioning the value of support, to grow and protect the support revenue streams.

He/ She is responsible for raising issues across multiple business units within Oracle and marshalling resources, both local and regional, as vital to resolve issues. Customer Facing at middle to executive level, and demonstrate expertise large schedule IT projects.

Meaningful experience :

• Computer Science/ IT Engineering degree or related subject area

• A minimum 8 year of experience in handling and leading IT service delivery projects

• Able to directly connect with IT users, and provide well-rounded view of IT architecture of heterogeneous environments

• Hands-on experience of Oracle DB administration and tackle

• Experience in ongoing support services and service management

• Strong in planning, organization and time management skills

• PMP and basic ITIL Certification is desirable as well shown strength in interpersonal skills, business acuity, relationship building, conflict management, time management and team building

• Self-motivated, able to work independently under pressure, multi-tasking and upbeat

• Good Communication Skill, Proficient English and Cantonese speaking is helpful

Career Level - IC4

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