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Job Description

Background:

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. 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, fully explore all potential options and build compelling service propositions. The SSAs are focused 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 the area of mission critical production operations, support and managed services, along with sound industry experience in areas such as IT infrastructure, database, applications and cloud technologies. CSS SSAs has experience in standard service management (ITIL, DevOps etc) and project management best practices.

In addition to broad-based experience of IT services and technologies, each individual SSA typically has a deep expertise in specific services or technology area, and acts as the subject-matter lead in those areas within the team.

The CSS SSAs should have experience of service commercial propositions with regard to pricing, approvals, legal and contracting.

All CSS SSAs have extremely strong customer facing presentation and interaction skills, are capable of engaging at senior management and C-level and articulating service and technology solutions in terms of business value and risk.

EXPERIENCE:

CSS SSAs has 10+ years of experience in relevant IT services, across a wide range of technologies and customer sectors.

A typical experience profile for successful individuals in this role would include most if not all of the following:

• 10+ years of IT services, including significant direct experience of services roles within external IT services providers

• Broad understanding of typical enterprise applications and IT infrastructures including public and on-premises cloud, including but not limited to Oracle technologies

• Experience of working in a services presales role within an IT services provider

• General experience in IT services, service operations and service management, including managed services/outsourcing

• IT project and programme management experience, including transformation, migration and solution deployment projects

• Commercial and contract management, including construction and negotiation of pricing and custom contracting for complex service offers

• Sales and complex deal negotiation

• Architecting, implementing and delivering complex service solutions for a range of mission critical IT environments

• Consulting and trusted-advisor roles within major customer organisations in relation to IT services

• Proven ability to construct and deliver compelling presentations and propositions audiences

• Driving multiple IT services bids in parallel

Career Level - IC4

Responsibilities

RESPONSBILITIES:

• To identify, foster and define Oracle CSS services solutions for specific customer opportunities and assist in the sale alongside the CSS sales representative

• Work with the customer, CSS management and the xLoB account teams to:

• Understand the customer’s business and IT strategic requirements and identify large scale CSS opportunities to assist the customer achieve its strategic goals

• Gather and assess customer needs, both business and technical and translates these into CSS service solutions

• Build and lead virtual teams associated with these large scale opportunities

• Effectively communicate with customers to be able to articulate both the high level principles and detail of all service components in a proposed customer solution

• Build customer loyalty through achieving a trusted advisor relationship

• Work proactively to build and leverage an effective and extensive network across Oracle xLoBs – be seen, respected and in demand across Oracle as a high value asset and an SME in service solutions

• Collaborate effectively internally and externally to ensure effective service solution design and development

• Drive compelling proposals, presentations, and other customer and internal communications and discussions during opportunities

• Drive service solution costing & pricing associated with specific opportunities and ensure that service solutions proposed are appropriately shaped to meet the commercial and contracting requirement of Oracle

• Demonstrate a strong understanding of the IT services competitive marketplace

• Work with disparate groups including, but not limited to, sales, delivery, customers, risk management, business development, contracts, commercial, product management

• Work with CSS delivery throughout the sales cycle to ensure a smooth transition from sales to delivery

• Navigate Oracle internal tools and processes to effectively participate and enable CSS sales

• Transfers knowledge to other participant roles on the deal, account teams, delivery and across the CSS Service Solution Architect community

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer