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

Our vision is to manage our products as industry leading services through the principles of customer experience, scalability, availability, reliability and security. We invest in development of process and technology to optimize our services.

We are seeking an experienced Technical Program Manager who has a proven track record in service excellence, site reliability engineering (SRE) and/or service monitoring, and who can partner effectively with Product, SRE, Customer 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 help champion the QoS methodology for Oracle Analytics. This includes defining objectives, managing risks, defining/implementing improvements, and ultimately delivering lasting quality of service to our customers. The candidate should also have technical background in driving root cause analysis, identifying improvement opportunities in logging and telemetry, and resolving issues through partnerships with engineering teams. The successful candidate will have excellent written and oral communication, cross-organizational and project management skills and thrive in a highly innovative, fast paced, evolving and ambiguous environment.

Responsibilities

Manage several core initiatives under the QoS pillar for Service Excellence. Define requirements/policies/processes/capabilities for QoS and service management. Work with various partner teams (e.g. engineering) to develop proper solutions (process + tech) with the mindset of reliability, quality, extensibility and scalability. Manage discussions, resolutions, expectations with senior members from other organizations in the context of service 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 analysis 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

8+ years of software Program Management experience with demonstrated success in software, process engineering. 4+ years of experienced in managing cloud-based services (PaaS or SaaS) 4+ years of experience in service management, SRE or devops. This includes monitoring, logging, post-incident analysis, SRE tooling, and/or incident management. 4+ years of experience in analytics – using big data to inform decisions and investments. Prior software development experience is preferred. Experienced in defining functional specifications for applications, processes and capabilities. Bachelor’s degree required. Masters preferred.  Education in technical area preferred or equivalent work experience.

Career Level - IC5