Program Manager 4-ProdDev

Oracle believes in empowering people to do more, through outstanding capabilities in analytics. We are the Services Excellence team within Oracle Analytics, for innovating, building, and sustaining the service management technologies and capabilities that support our products.

Our vision is to enable our products to be world-class services through the principles of customer focus, scalability, availability, reliability, and security. We invest in the development of processes and technology to optimize our services.

This role will be handling the health and incident management of the Oracle Analytics service offerings. This is an opportunity to bring your combination of knowledge, analytical skills, project management, and leadership to lead incident response for a wide range of production incidents. Your capabilities will be put to the test while running multiple tasks in a fast-paced, constantly evolving environment. You will coordinate sophisticated support cases and lead appropriate internal technical resources and/or third-party vendors to swift incident resolution.

Our Incident Commanders influence and organize teams within our large, diverse organization. They are skilled at building strong relationships to deliver the required results and improve our ability to deliver those results in the future. You will utilize your experience, knowledge, and collaborative capabilities to advise service teams during major incidents and ensure our incident management team continues to have a significant, positive business impact on our customers and Oracle. To be successful in this role, you must be able to remain calm, professional, and focused in ambiguous, fast-paced situations. Additionally, you must be able to achieve objectives unsupervised, independently, and within a distributed team.

Responsibilities

• Handle basic to sophisticated incidents ranging from large-scale outages to novel incidents impacting individual customers

• Serve as a “voice of the customer” to ensure incident response remains customer and mitigation-focused

• Working within a “Follow the Sun” global shift rotation, covering local day-time hours, including holidays and weekends, on a rotational “on-call” basis is required

• Actively engage other IT groups and/or Business partners to drive service restoration, minimize business impact, and meet SLA targets