OTA-MX-OCA

Oracle believes in empowering people to do more, through world class analytics. We are the Services Excellence PM organization within Oracle Analytics, responsible for innovating, building and supporting the service management capabilities that enable our products.

Our vision is to make our products world class services through the principles of customer experience first, scalability, availability, reliability and security. We invest in the development of process and technology to optimize our services.

We are seeking an experienced Program Manager who has a proven track record in excellence and can partner effectively with product, support and software development orgs to drive impact. This role will be part of the Quality of Service (QoS, also known as Problem Management) Pillar for Service Excellence. You will be tasked with driving investigations and subsequent improvements into our products/services. You will help champion the QoS methodology for Oracle analytics. This includes defining objectives, managing risks, defining/implementing improvements, and ultimately delivering resolutions to our customers. The candidate should also have experience in driving root cause analysis and resolving issues through partnerships with engineering teams. The successful candidate will have excellent written and oral communication skills, cross-organizational and project management skills and thrive in a highly innovative, fast paced, evolving and ambiguous environment.

Responsibilities

• Manage the QoS pillar for Service Excellence.
• Define the requirements/policies/processes/capabilities for QoS and problem management.
• Work with various partner teams (e.g. engineering) to develop proper solutions (process + tech) with the mindset of reliability, quality, extensibility and scalability.
• Drive postmortems for critical incidents
• Manage discussions, resolutions, expectations with senior members from other services in the context of problem management, primarily those with whom we have a shared dependency.
• Identify requirements, prototype and build out analytics specific to the area of involvement. This includes KPIs, metrics, dashboards, log queries, SOPs and reporting. The PM should be able to use data to speak to the efficacy of their processes and capabilities.
• Influence direction of solutions with a strategic view on future aspirations
• Ensure proper business case/ROI has been done for issue/feature prioritization
• Effectively manage prioritization discussions; Work with partner teams to determine priority
• Manage expectations, alignment and communications with customers and stakeholders through cadenced meetings, reports, statuses, reviews etc.

Qualifications

• 6+ years of software Program Management experience with demonstrated success in software, process engineering
• 4+ years in QoS or Problem Management
• 4+ years of experience in workflow management and process optimization.
• 4+ years of experience in service management, SRE or devops. This includes monitoring, patching/releases/deployments, tenancy/capacity management, releases, general incident management
• 4+ years of experience in analytics – using data to inform decisions and investments
• Fluency in hands-on data analysis using large scale data warehouses and/or other analytics solutions.
• Bachelor’s degree required. Masters preferred.  Education in technical area preferred or equivalent work experience
• Knowledge/background in software/cloud industry products/services/applications required with knowledge of Oracle’s products/services/applications preferred
• Experience in defining functional specifications for applications, processes and capabilities
• Ability to learn quickly and work independently while dealing with ambiguous situations, with a strong positive attitude
• Strong cross-group collaboration in solving complex problems
• Ability to anticipate and analyze risks and develop mitigation plans
• Detail-oriented, organized, critical thinker
• Understanding of the principles and frameworks of successful project management
• Strong communication skills (written and verbal)

Manage the development and implementation process of a specific company product.

Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.

Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Seven years of project management, product design or related experience preferred.





Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.