Advanced Customer Support (CSS) is a business unit within Oracle that establishes long-term enhanced support and managed service relationships with many of Oracle's largest customers. CSS Service Solution Architects (SSAs) are enhanced support and managed services presales subject matter experts.
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CSS SSAs work closely with the CSS sales teams during sales opportunities, interacting at senior levels within existing and new Oracle customers, using their deep experience of IT support and managed services to capture customer requirements, explore all potential options, and build compelling service propositions. They focus on service solutions for Oracle cloud, on-premises, and hybrid engagements, including leading-edge and complex custom requirements.
CSS SSAs typically have a proven track record in successful delivery of IT services for mission-critical environments and are experienced in services presales scenarios. They possess broad-based expertise in mission-critical production operations, support, and managed services, along with sound industry experience in areas such as IT infrastructure, databases, applications, and cloud technologies. They also have experience in standard service management (ITIL, DevOps, etc.) and project management best practices.
Scope
- Customer facing with no direct reports, but often leads and/or guides the activities of virtual teams
- Works with multiple customers across all sectors/countries in the CSS MEA region
- Collaborates with CSS and Oracle cross-line-of-business (xLoB) teams
- Engages in opportunities across the lifecycle of all Oracle cloud and on-premises products
Responsibilities
- Identify and define Oracle CSS services solutions for specific customer opportunities
- Understand and assess customer business and IT strategic requirements
- Build and lead virtual teams associated with large scale opportunities
- Effectively communicate with customers to articulate service components
- Build customer loyalty and establish trusted advisor relationships
- Collaborate with internal and external teams to ensure effective service solution design
- Drive proposals, presentations, and other communications during opportunities
- Manage service solution costing & pricing and ensure alignment with service commercial requirements
Qualifications
- Minimum of 10+ years of relevant IT services experience
- Experience in services presales roles within IT service providers
- Broad understanding of typical enterprise applications and IT infrastructures
- Experience in IT project and program management, including transformation and migration projects
- Proven ability to construct and deliver compelling presentations and propositions
Oracle is committed to including people with disabilities at all stages of the employment process and offers competitive benefits that support work-life balance.
