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 Fluency in French and English

 

Career Level - IC4