Description As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. Responsibilities Advanced Customer Services/ Advanced Services Engineering (ASE) Purpose: The Cloud Technical Leader (CTL) is responsible for ACS customer service solutions for private and public multi-cloud technologies including Infrastructure, Networks, IaaS, PaaS and Middleware, Database (DBaaS) and Applications (SaaS). Service solutions include as well Systems Management, Backup & Recovery, High Availability, Disaster Recovery and Security. The CTL has a solution-oriented mindset and understands the Customer Business and industry requirements to derive the best service solution for provisioning and operations. The CTL works closely with the Customer to ensure alignment between business change, IT architecture, technical solutions, business resources and processes. CTL leads and works with the technical team needed to deliver our customer contracts and inspires the people to reach our Customer and ACS objectives. CTL must be on top of technology always able to expand skills with emerging technologies. Problem resolution strategies are important for a CTL role. Outstanding technical solution leads are accountable, trustworthy, and able to build lasting relationships with the team members, customers and other Oracle teams at different levels of the reporting line up to CIO or equivalent business owner. CTL must drive multiple Strategic internal initiatives bringing an innovative mindset, thinking out of the box, while serving your assigned customers contract. Key Responsibilities: Analyses business needs to help ensure the Oracle solution meets the customer’s objectives Apply industry and Oracle best practices, product knowledge, and business acumen Ensure Oracle cloud technologies are leveraged appropriately using best practices., Be the Oracle Solution Delivery authority to ensure that customers make informed decisions regarding scope to achieve beneficial solutions cost-effectiveness, quality and reuse. Providing technical guidance on Oracle cloud solutions to customers and other Oracle team members to underpin successful delivery. Ensure successful Handover from Implementation toward operations making sure the implemented solution will fit the customer requirements in best in class operations of his environment. Document, communicate and maintain the Oracle Solution for the customers' application, data and infrastructure cloud or On-premises to make sure the customers Business and operations needs will be met. Be the main contact for new business opportunities by supporting our ACS presales team. Identifies and promotes opportunities for sales of Oracle products and services to support business growth Undertake research, investigations and developments in Oracle cloud technology in an appropriate way, and communicate the findings to the relevant interested stakeholder groups to inform business decisions. Working closely with the ACS Technical Account Manager (TAM) to ensure that the individual workstreams are technically well managed. Support solutions around multi-cloud and hybrid cloud setups Actively lead and contribute to strategic ACS program Work closely with different ACS teams making implementation and operation of Mission-critical environment a success. Required Skills and knowledge: Educated to degree level or equivalent with experience in leading people without being a manager. Proven management of Large and complex service solutions in a large enterprise or service provider Have a positive, resilient and creative attitude in front of challenging situations. Open/agile mindset Excellent written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization Ability to present complex information in a succinct and easily digestible manner. Quickly grasp new or emerging technologies and their fit within customer’s strategy. understanding of ACS Cloud Service Portfolio Experience in interfacing with senior business and IT stakeholders Preferred Technical Skills: Overall good knowledge of Oracles private, hybrid and public cloud solutions Strong knowledge of Oracle Cloud (OCI) incl. related networks technologies Strong knowledge of Oracle Database and DB Cloud services Good skills in Oracle Middleware and PaaS services and products Good knowledge of Oracle Applications and SaaS Good technical knowledge of relevant none Oracle products e.g. Kubernetes, Ansible, Docker, Terraform. Strong understanding of security Strong knowledge of Cloud-native design solutions DevOps experience/skills Soft Skills Proactive communication using the appropriate content and distribution Displays a professional image in front of the customer. Able to convince customers and others to own point of view. Acts as a trusted advisor (a source of truth) to the customer Proactively works towards objectives and goals, delivering expected and agreed results within given deadlines. Checks progress of work against targets and takes appropriate action to keep on course. Ensures start and endpoints and milestones are clearly defined to reduce uncertainty Shows concern for the quality, standards and accuracy of own work Breaks down complex problems/issues to determine the suitability and makes appropriate assessments and recommendations Thinks outside the box and is creative with solutions Proactively takes ownership of tasks and challenges and sees them through Asserts authority when occasion/situation demands (escalation) Ability to be a technical team leader. Coaches team members in relevant skills. Finds ways to recognize the contributions of others in the team. Delegates appropriate tasks and monitors progress. Behaves with integrity, and acts as an ambassador for Oracle at all times Strives to build effective interpersonal relationships with colleagues, third parties and customers As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).