Principal Technical Account Manager
Oracle - Pakistan
Total years of experience :24 years, 4 Months
- Act as a customer advocate and Oracle liaison
- Manages customer expectation of Oracle Products and Services
- Educate the customer on the available support services
- Develop a communication network within the customer’s organization
- Ensure the customer becomes or continues to be a referenceable account for Oracle
- Protect support revenues including renewals and ACS revenue.
- Identify new leads, communicate them internally and follow up as appropriate
- Perform situation management and oversee escalations that arise from service requests reviews with respect to customer product upgrades and patches that might impact the customer’s environment
- Identify and seek solutions with customer management and executives for operational deficiencies in the customer organization.
- Champions the use of MOS for each customer whenever possible
- Provides periodic status reporting and reports progress on escalated situation
- Keeps customer up to date on any major Oracle personnel changes as well as any major company strategic direction changes
Provide consultancy and support to clients in deployment, administration, high availability & disaster recovery and data integration solutions in business critical environments with the help of highly skilled team for Database products implementation and support. Partnering with senior leadership and other departmental heads for planning, designing and managing the implementations and technical support of Databases (Oracle, MySQL, SQL Server and Open Source DBs).
Selected Projects: -
- Managed the databases domain in Deployment and Integration of VEON app with BSS Stack of the country's largest cellular network provider, Jazz (Mobilink).
- Installation and Configuration of Oracle Exadata X6 for Oracle E-Business Suite for Defense Sector Organization.
- Led the implementation of High Availability and Disaster Recovery of VEON database.
- Planning and Supervision of the Managed Services of VEON Database.
- Led the database domain in all phases of Disaster Recovery project of BSS Stack of the country's largest cellular network provider, Mobilink. The project comprised of creating a DR Site for thirteen BSS application with various flavored databases sized of over 100TB.
- Led all phases of the Infrastructure Expansion project of Revenue Assurance Systems of the country's largest cellular network provider, Mobilink.
I started working for TechAccess Pakistan (Pvt.) Ltd as Technical Analyst and got promoted 5 times over my tenure and ended up on the designation of Senior Technical Manager. My responsibilities included:
• Planning, designing and managing the implementations and technical support of advanced Oracle products (especially Oracle Exadata and Oracle Maximum Availability Architecture) in business critical environments.
• Responsible for ensuring that all client SLAs are securely fulfilled at expected levels.
• Facilitate customer resolution for escalated calls and engage necessary technical support.
• Responsible to prepare Oracle Technical Support Proposals and Contracts.
• Maintaining of company partnership level & Collaborating with principle for relative trainings and certifications.
• Manage a team of technical analysts through performance coaching, career planning and setting educational objectives.
• Resolve employee issues and act as the employee advocate when dealing with HR or departmental process.
• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement.
I was awarded by the company for the following achievements: -
- Winner of Business Idea Competition 2014
- Best Performance for Oracle Engineered Systems Support Services (Software)
Selected Projects: -
- Successfully delivered Migration & upgrade of Siebel & TIBCO (OLTP and Data warehouse) databases of largest cellular network, Mobilink Pakistan. There were nine databases in total summing up to 28 TB to be migrated using Oracle Golden Gate. My participation in the project is as Technical Lead for Exadata Software readiness, Data Migration consultancy and Enterprise Monitoring of complete Infrastructure stack.
- Led the E-Business Suite R12 Migration for Interloop Limited, Faisalabad, Pakistan.
- Led the Deployment of Oracle RAC and Data Guard in NRSP Bank, Pakistan.
- Led the Implementation of Business Continuity Plan by deployment of Oracle Maximum Availability Architecture (MAA) on Oracle Exadata X2-2 Full Rack.
- Led the Deployment of Sun Oracle Database Machine Exadata X2-2 Full Rack and migration of databases from existing systems to Exadata.
- Led the Deployment of Oracle RAC and Streams in AAA DR Solution for PTCL (Pakistan Telecom Company Ltd) DSL Broadband Internet.
- Led the Deployment of Oracle RAC on E-Business Suite Database R12 for Century Papers and Board Mills, Lahore.
- Performed the E-Business Suite Upgrade Project in Fauji Foundation, Pakistan.
I am currently working in Al-Muraa’ limited since May 2002. My responsibilities include: -
- In-house software development
- Implementation of Business Solution in the company
- Network Establishment and Administration
- Web-site development and Maintenance
- Consultancy in any IT related activity
I worked for TechAccess Pakistan (Pvt.) Ltd. (Enterprise Country Resellers, Data Center of SUN MICROSYSTEMS Inc. in Pakistan and Partners of ORACLE Corporation) since Jan 2000. My responsibilities there included:
- In-house software Development
- Web Development
- Database Administration
- Customer Support (Oracle Products)
- Instructor for the Oracle Products trainings in corporate sector
Masters in Computer Sciences from International Islamic University
BCS (Hons.) in Computer Sciences from International Islamic University