background:
Advanced Customer Support (ACS) is a business unit within Oracle that builds long-term service relationships with many of Oracle’s largest customers. ACS Service Solution Architects focus on supporting the continued growth of ACS in leading-edge, large-scale and complex service requirements for Oracle Cloud, on-premises and hybrid partnerships.
ACS Service Solutions Engineers have a proven track record of successfully delivering IT services to mission-critical environments in large organizations. In addition to specializing in the cloud field, they have extensive and extensive experience in mission-critical production operations, support and managed services. They have proven experience managing industry standard services and best project management practices.
In addition to extensive experience in IT services and technologies, each individual Service Solutions Engineer has deep expertise in specific IT services and technology areas, and acts as a subject leader in those areas within the team.
All ACS Service Solution Architects have very strong client-facing presentation and interaction skills, and are able to engage in senior and C-level management, articulating service and technology solutions in terms of business value and risk.
area:
Location: Cairo, Egypt
– Geographical area of responsibility: Middle East and Africa (MEA). The main focus area is East Africa, however, it can be dedicated to supporting sales across the MEA region
Reports to: Manager, Middle East Airlines Services Solutions Engineer
– Languages: Fluency in both written and spoken English and Arabic and the required ability
– Facing clients
Does not have direct reports, but often leads and/or directs the activities of virtual teams to build service solution proposals for clients
Works with multiple clients across all sectors/countries in the ACS MEA region, in collaboration with Oracle ACS and Oracle teams across Business Lines (xLoB)
Works on service-related opportunities across the full lifecycle of all Oracle Cloud and on-premises products. ACS opportunities typically include extensive collaboration with Oracle xLoB, and require an ACS Service Solutions Engineer to work within xLoB teams that cover Oracle products and services requirements across design, deployment, migration, operations/management, and support
Works with local ACS and xLoB sales teams to:
– Identify, build, and gain industry-leading/extensive service opportunities across existing and new Oracle ACS customers
Build and demonstrate compelling ACS service solutions for each opportunity that meet specific customer business needs
Ensure that the service requirements, risks, and costs associated with each ACS service proposal are fully understood and addressed
Providing expert input on the subject of contract, commercial documents and negotiations
Assisting in closing opportunities in a timely manner
Assist ACS to achieve growth goals and strategic initiatives
Work with appropriate Oracle partners, such as distributors, SIs, partners, and alliances
Responsibilities:
– To identify, enhance and define Oracle ACS services solutions for specific customer opportunities and assist in selling along with the local ACS team consisting of sales representative, ACS pre-sale and ACS delivery
Work with clients, ACS management, and xLoB account teams to:
Understand the customer’s business and IT strategic requirements and broadly identify ACS opportunities to help the customer achieve their strategic goals
Collect and evaluate customer needs, both commercial and technical, and translate them into ACS service solutions
Build and lead virtual teams linked to these wide-ranging opportunities
Effective communication with clients at CxO level
Building customer loyalty by achieving a trusted advisor relationship
Work proactively to build and leverage an efficient and broad-based network across Oracle xLoBs that can be seen, respected and demanded across Oracle as a high-value asset and SME in service solutions
Collaborate effectively internally and externally to ensure effective service solutions design and development
Lead proposals, persuasive presentations, and other communications and discussions with clients and internals during opportunities
Pay the costs and pricing of service solutions associated with specific opportunities and ensure that proposed service solutions are appropriately designed to meet Oracle’s commercial and contractual requirements
Effective communication and clarification of the details of the service components in the proposed client solution
Demonstrate a solid understanding of the competitive market for services to anticipate and plan for competitive threats
Work with disparate groups including, but not limited to, sales, delivery, customers, risk management, business development, contracts and product management
Work with ACS Delivery to ensure a smooth transition from sales to delivery
Browse internal Oracle tools and processes to effectively engage and enable ACS sales
Produce appropriate and timely reporting/tracking information for ACS management
Transfers knowledge to the roles of other transaction participants, account and delivery teams, and across the ACS Service Solution Architect . community
expertise:
This is a big role. ACS Service Solutions Engineers at this level typically have more than 20 years of experience in related IT services, across a wide range of technologies and client sectors.
A typical experience profile of successful individuals in this role may include most if not all of the following:
15+ years of IT services, including significant first-hand experience in service roles within multiple external IT service providers
Extensive understanding of typical enterprise applications and IT infrastructures including public and on-premises cloud, including but not limited to Oracle technologies
Extensive experience working in a pre-sales service role within an IT service provider
Extensive experience in IT services, service operations and service management, including managed services/outsourcing
Manage large-scale IT programs and projects, including transformation and migration projects and deployment of key solutions
Commercial and contract management, including creation of TCO analyzes and pricing of complex service offerings
Complex sales negotiations and deals
Design, implement and deliver complex service solutions for large scale critical IT environments
Advisory roles and trusted C-level advisor within key client organizations in relation to IT services
Proven ability to create and deliver compelling presentations and proposals to C-level and large audiences
Pushing bids on a large scale for IT services
Oracle offers an integrated suite of applications, databases, servers, storage, and cloud technologies to enable modern businesses. For most companies, flexibility is critical. Oracle provides a wide range of software, systems, and cloud deployment models—including public, on-premises, and hybrid clouds—to ensure technology is resilient to the unique needs of businesses.
Oracle Cloud is a complete, integrated suite of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical flexibility across the enterprise, connects people to information for clearer insights, and drives efficiency through streamlined workflows.
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