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Introduction

A Technical Account Manager role in IBM means a career where you're a trusted advisor with deep technical expertise, who works together with clients – either directly or through our seller partners – to help craft best-of-breed solutions to their hardest technology challenges.

With a consultative approach, you'll uncover clients' most pressing technology pain points and guide them to solutions mapped to IBM's people, products, and services. Being a natural leader, strategic systems thinker, and business influencer, you'll orchestrate resources within IBM and /or our Partners to bring those solutions to life.

Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators – always willing to help and be helped – as you apply passion to work that compels our clients to invest in IBM's products and services.

Your role and responsibilities

1. Client Engagement:

a. Serve as the primary technical advisor and advocate.

b. Oversee the delivery of IBM Oracle support services, including incident management, troubleshooting, and root cause analysis.

c. Build and maintain strong relationships driving value realization from the IBM Oracle support for the products, included in the BoQ.

2. Client Escalation Management: In the event of an escalation, the TAM will:

a. Acknowledge and Assess: Respond promptly to acknowledge the issue and evaluate its impact on the client's operations.

b. Engage Resources: Coordinate with internal teams, IBM Oracle Support, and other necessary stakeholders to expedite resolution.

c. Transparent Communication: Keep the client informed with regular updates and set realistic expectations for resolution timelines.

d. Root Cause Analysis and Resolution: Facilitate root cause analysis, implement recommended short and long-term preventive measures, provide a comprehensive report of actions taken, and conduct a post-resolution review with the client, offering recommendations to mitigate future risks.

3. Technical Expertise:

a. Provide technical guidance on Oracle products, including Database Enterprise Edition, Real Application Cluster, Partitioning, and associated diagnostic and tuning packs.

b. Assist clients in optimizing their Oracle environments, ensuring high availability, performance, and scalability, including advising on best practices for utilizing the Oracle stack, such as utilizing Oracle diagnostics and tunning packs.

c. Optimize Oracle Data Guard configurations.

d. Advise on Oracle Advanced Security features, Database Vault configurations, and data protection strategies to enhance overall security and compliance.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

Technical Expertise:

• Provide technical guidance on Oracle products, including Database Enterprise Edition, Real Application Cluster, Partitioning, and associated diagnostic and tuning packs.
• Assist clients in optimizing their Oracle environments, ensuring high availability, performance, and scalability, including advising on best practices for utilizing the Oracle stack, such as utilizing Oracle diagnostics and tunning packs.
• Optimize Oracle Data Guard configurations.
• Advise on Oracle Advanced Security features, Database Vault configurations, and data protection strategies to enhance overall security and compliance.

Coordination:

• Monitor support-related projects, configuration enhancements, and performance tuning.
• Ensure alignment with client objectives and timelines.

Proactive Guidance and reporting:

• Deliver regular reviews with actionable insights to optimize Oracle product utilization.
• Provide recommendations for system improvements and future technology adoption.
• Produce monthly performance and optimization reports.
• Assist in developing annual strategic roadmaps for Oracle environment management and optimization.
• Create ad-hoc technical documentation and advisory reports as needed.