Lead Principal Advanced Services Engineer

Job Description

Serves as a trusted advisor to customers and technical expert on technologies across the marketplace to shape guidance provided to customers. Serves as a go-to technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and best practices. Leads organization-wide optimizations (e.g., automation) into solutions and technical delivery in coordination with the customer team. Acts as an internal and/or external expert point of contact and escalation point for critical technical and process issues and provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation. Assists customers with highly complex software updates, upgrades, configuration, and incident remediation and educates and mentors junior engineers to educate customers on product features, upgrades, and best practices. Leads the scoping, creation, and maintenance of customer deliverables to help customers with solution implementation. Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain. Drives cross-functional solution alignment with technology strategy and business goals. Delivers presentations and acts as a technical expert and executive presence during presentations for junior engineers.

Responsibilities

KeyResponsibilities
Technical Leadership:
-Serves as a trusted advisor to customers and a technical expert ontechnologies across the marketplace (e.g., technical speaking engagements,publications) to shape guidance provided to customers.
-Recognized as a technical expert with highly specialized knowledge acrossOracle and non-Oracle technologies, products, services, and market trends,serving as a go-to expert for complex or high-impact scenarios.
-Defines or adjusts strategy for highly complex pre-sales activities,contributing to long-term account growth and solution fit.
-Leads organization-wide and customer fleet-wide optimizations or efficiencyefforts (e.g., automation, streamlined processes, elimination of redundanteffort), coordinating with the TAM, ASE engineers and others on the Oraclecustomer team.
-Works with external partners to ensure appropriate design and implementationof solutions and promote best practices for technology deployment andworkloads, and their stability, maintainability, upgradeability, andperformance.
Service Delivery:
-Acts as internal and/or external expert point of contact and escalation pointfor critical technical and process issues encountered in the customer'ssupported environment.
-Provides proactive and reactive remote or onsite technical assistance in closecooperation with Support and Product Development teams, for problem analysisand investigation and providing and verifying workarounds and acting as a fieldpoint of contact for various LOBs.
-Assists customers with highly complex software updates, upgrades, changemanagement, and incident remediation, identifying key risks and mitigationstrategies that may impact project success.
-Analyzes new and highly complex issues encountered by customers by performingthorough technical root cause investigations.
-Reviews themes across lessons learned post-project and leads changes toimprove technology implementation.
Global Customer Engagement & Education:
-Acts as expert technical lead for customers and partners with customerleadership to, ensuring solutions address business needs and drive long-termbusiness transformation.
-Educates and mentors junior engineers to educate customers on productfeatures, upgrades, and patches, and drives and shapes adoption of bestpractices for technology deployment and workloads, and their stability,maintainability, upgradeability, and performance.
-Provides executive presence for junior team members during customer meetingswhere technical expertise is required for critical or escalated issues or whereexpert technical direction is needed for key decisions.
-Uses holistic view of solutions and contextual understanding of customersolutions to influence customer direction.
Technical Design & Documentation:
-Leads the scoping, creation, and maintenance of customer deliverables, SOPs,and documentation to help customers implement solutions.
-Leads highly complex problem analysis and investigation, providing documentedtechnical solutions ready for customers to implement, test and maintain.
-Oversees how solution designs are developed across programs, ensuring the useof appropriate methodologies and adherence to Oracle and enterprisearchitectural standards.
-Scopes potential customer requests and clarify value-add for a service duringpre-sales.
-Defines best practices and provides mentorship to engineers across multipleteams.
-Ensures technical designs are forward-looking, scalable, and aligned withbroader strategic direction.
-Translates market trends into design strategies that prepare the business forfuture growth.
Influence & Collaboration:
-Drives cross-functional alignment of internal and external stakeholders toensure alignment with technology strategy and business goals, facilitatingcollaboration across multiple programs and senior stakeholders.
-Identifies opportunities for expanding partnerships and with key contactsacross functions and creates opportunities to facilitate networking for lowerlevels.
-Works with customer senior leadership to influences priorities based ontechnical vision to support customer's technical roadmap.
Innovation & Business Development:
-Leverages customer insights and partners with product management to ensurealignment with technical ecosystem when driving new service offerings andengagement methods.
-Leverages customer insights to shape new service offerings and engagementmethods.
-Leads technical scoping in strategic deals, partnering with sales teams todefine the solution approach and ensure business needs are translated intoviable technical deliverables.
-Shapes growth opportunities by aligning Oracle solutions with customerroadmaps and business drivers.
-Delivers presentations and acts as a technical expert and executive presenceduring presentations for junior team members and communicates details onintegrated solutions that drive strategy.
-Uses deep technical, functional, and service delivery expertise acrosstechnologies to strategically influence customer perception of value.

Additional Responsibilities (as needed)
Technical Solution Design:
-Drives technical strategy and architecture across the organization, mentoringtechnical leaders and ensuring alignment with business goals using broadknowledge across multiple technologies/ services.
-Oversees architectural and solution design reviews across programs, ensuringtechnical excellence and mentoring senior engineers across technologies andservices in scalable design principles.
-Guides teams in applying consistent design practices aligned to current andemerging business needs using expertise across multiple technologies/services.
-Shapes and maintains architectural principles, introducing innovativeapproaches and evolving design practices to remain competitive in a rapidlychanging market.
-Drives high-level design (HLD) development by introducing new methods acrosstechnologies/services, promoting creativity, and ensuring solutions reflect adeep understanding of organizational technical operations.
-Creates and establishes internal policies, processes, and standards forsecurity, scalability, and other product/service fundamentals related tosolution delivery across a family of technologies or services at theorganization or cross-organization level.
Delivery Program Management:
-Owns the planning, execution, and service value creation of deliveryengineering projects across multiple customer accounts within a technicaldomain.
-Leverages deep project management knowledge to scope delivery engineeringprojects, design project schedules, and document resource requirements.
-Manages technical delivery along with Technical Leader, coordinating resourcesand managing projects to drive results and maximize value to customers.
-Proactively partners with customers and other account team members (e.g., TAM,Technical Leader) to understand customers' technical projects, goals, and KPIs,and provide required technical guidance to delivery engineering team.
-Leverages domain expertise to lead escalation calls and assist in managing allaspects of escalations, including situation management and executivecommunication.
-Oversees the quality and completeness of deliverables across customers.
-Acts as a domain technical expert to represent delivery engineering in salesopportunities with customers.

Core Responsibilities
Collaboration & Partnership:
-Influences cross-functional leaders and external stakeholders to gainalignment on strategic objectives. Fosters partnerships with key businessleaders, stakeholders, and/or customers, identifying opportunities forexpanding partnerships and promoting long-term organizational success.Champions transparency and inclusivity by actively seeking, listening to, andincorporating diverse perspectives.
Continuous Improvement:
-Drives implementation of ideas that increase the efficiency and effectivenessof processes, protocols, and workflows across the department. Seeks andintegrates diverse feedback on approaches and methods for continued improvementto enhance efficiencies and ensure changes align with organizational goals.
Planning & Execution:
-Manages and provides direction on timelines and budgets for criticalhigh-impact projects, ensuring timely completion and adherence to requirements.Anticipates and plans for shifts in resources or timelines based on changingbusiness priorities, ensuring optimal outcomes.
Problem Solving:
-Leads specialized, advanced problem-solving efforts, serving as an escalationpoint for highly complex issues. Guides others to leverage innovativedata-driven techniques to address ambiguous or novel issues, identify rootcauses, and implement solutions that prevent future issues.
Continuous Learning:
-Leverages deep industry knowledge and expertise within a specialty area toserve as a thought leader within the organization. Maintains and evolvesexpertise in relevant areas by proactively monitoring emerging trends,technologies, and industry standards, ensuring the organization remains currentwith best practices. Champions continuous learning, promoting professionaldevelopment across teams. Applies new knowledge to drive advancement andmentors others to do the same.

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $103,000 to $264,100 per annum. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC5

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