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Technical Account Manager

A Mokum Technical Account Manager (TAM) works remotely with your IT staff and key business users to provide service request management and advice on your Oracle VM, Linux and Oracle Enterprise Manager systems including the following services:

  • Implementation Advisory Services: The TAM will work with you to understand your business objectives, information technology landscape and provide advice on how to best leverage Oracle VM, Linux and Oracle Enterprise Manager in your environment.
  • Project Advisory Services: The TAM will review your implementation and governance model to provide specific guidance and recommendations on how to mitigate any risks identified and to help you understand how your implementation compares to leading practices in this area.
  • Technical Advisory Services: The TAM will provide technical advice on architecture and product functionality to assist you in resolution of technical issues.
  • Service Request Management: The TAM will provide assistance in managing service requests including: prioritization of service requests, coordinating with Oracle Support to assist in the resolution of your critical service requests, and escalating with Oracle on your behalf.
 
Mokum Technical Account Manager Activities, Deliverable and Value Proposition:

Role

Value Proposition

Implementation Advisor
  • Leverages Oracle Linux product knowledge to identify solutions to customer experiencing Oracle VM, Linux and Oracle Enterprise Manager problems
  • Monitors customer service requests through My Oracle Support and reports status through email

Technical Advisor

 
  • Offers technical advice in areas of Oracle VM, Linux and Oracle Enterprise Manager
  • Assists in resolution of technical issues regarding Oracle VM, Linux and Oracle Enterprise Manager

Customer Advocate
  • Provides situation management for Oracle VM, Linux and Oracle Enterprise Manager
  • Identifies and acquires appropriate Oracle support resources to assist customers
  • Represents customer with Oracle Support
  • Ensures appropriate priority is given to customer’s Oracle VM, Linux and Oracle Enterprise Manager issues and service requests
  • Provides channel (such as OTN technical discussions) for research of product queries and access to Oracle public knowledge base

Single point of contact
  • Redacts customer and Oracle support relationship by articulating:
  • Ramifications of support effort (work load) toward resolution of the service request
  • Considerations or alternatives to reach resolution
  • Implications which may include work-a-round and concessions for closure
  • Resolution of the service request state including time to closure
  • Validates Oracle Support solutions
  • Arbitrates communications to remove misinterpretation or impediments to resolution
  • Manages critical incidents, orchestrating 24/7 Real Media, Inc. virtual teams and Oracle support

Risk Mitigation
  • Problem avoidance and risk mitigation through a long term, regular and proactive engagement
  • Alignment to Oracle best practices