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System Support Technical Account Manager for Oracle Egypt

Understand the customer's strategic business objectives and how to best leverage Oracle Services for Oracle Egypt.
Oracle Egypt Ltd. | 03.09.2012

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Job Description

1. Understands the customer's strategic business objectives and how to best leverage Oracle Services.

2. Own, develop and deliver Service Delivery Plan.

3. Owns, manages, delivers and reports on agreed services. Includes producing and distributing customer reports, including monthly Service Review Meetings.

4. Streamline the management of critical issues.

5. Operational management of the on-site engineers and remote resources such as the Excellence Center in order to meet agreed customer contractual Statements of Work (SOW's) and Service Level Agreement (SLA's).

6. Contributes to cost control and margin improvement by driving Automated Service Requests (ASR), MyOracle Support (MOS), Shared Shell, by ensuring accurate tracking of project activity and by producing Time and Materials reports and maintain audit trail so that outstanding costs are recovered.

7. Identify and progress Sales opportunities.

8. Develop and maintain relationships with customer and third parties.

9. Provide proactive advice to improve serviceability and reduce downtime:

• Risk reporting - Secure Remote Access Server (SRAS) reports and Critical Field
Advice Bulletins (FAB) Alerts
• Serviceability management
• Risk Management ( System health check)
• Proactive Expert Service
• Availability Management

10. May be required to rotate in to 7x24 Manager on Duty rota.

• Responsibilities MOD


Education and Experience
1. Holds a university degree and or equivalent work experience plus an Industry standard certification in IT Service Management, e.g. COBIT, ISO 2000, ITIL Foundation Certificate.
2. 2 - 7 years working in technical industry, preferably customer support services environment as a qualified individual contributor with a proven ability to apply specialized knowledge and skills to solve a wide range of business problems related to the function.
3. Has broad functional expertise and a strong knowledge of related business functions to find new, less obvious solutions complex problems.
4. Has experience of developing, modifying and executing company policies that affect immediate operations as well as broader organizational impact.

Professional Skills

1. Good level of communication in customer native language and in spoken and written English.
2. Proven ability to influence, negotiate, building relationships and deal regularly with customer management.
3. Customer minded and proven customer management skills.
4. Self motivated and creative person with strong planning and organization skills.
5. Business awareness and results delivering
6. Presentation skill and capacity for facilitating meetings.
7. Adaptability and ability to work under pressure.
8. Must be proactive and capable of making decisions, traveling to different locations inside or outside the country.
9. Team player with high social competence.
10. Be up to date regarding technological trends and Oracle services and products.