Principal Program Manager

Support Delivery PM Role 

Support Delivery Roles and Responsibilities by Pillar  Process Governance Lead process governance across all of the OC1 support delivery ( gate keeper to add &/or delete any procedures in the OCI support manual as an example).  Owns process creation, maintenance, communication and audit for support engineer and manager procedures.  Partnering with other support teams/service teams to align support procedures and escalation practices.  Create ad-hoc engagement processes for any non-standard models (. GBUs - NON OCI ) Maintenance and audit of confluence spaces Operational Reporting  Owner of reporting and trend analysis for Weekly Metrics Review and data preparation for leadership review.  Owner of Monthly and Quarterly Leadership Business Review for Support Delivery as well as Monthly Business Reviews per Technical Specialization (needs to collect, curate and present data to leadership forum) Any ad-hoc deep dives on outliers or specific metrics trends: backlog, TTR, call metrics etc.  Rhythm of the Business  Participates or owns content and presentation in all ROB meetings.  Works with leaders to ensure data accuracy and content collections suitable for purpose of meeting  Acts as Communications Commander for Support Delivery group.  Owns or helps with Support Delivery ad-hoc projects/programs  Drive pilot or programs across regions/specializations related to global metrics Get-well plan for KPI improvements Create deep dive presentations on customers, escalation patterns, customer satisfaction audit depending on immediate business needs  Help regional leads with program artifacts, documentation, data collections and communication plans and techniques ( as not all the managers have full access to the regional data) Owns direct partnership with Support Operations and OPSBI Owner of partnership with OPSBI for all new or existing reporting requirements  Data clean-up Dashboard accuracy and visual improvements Creation of new dashboards - . collection of user stories, data analysis, testing  Training for new dashboards  Owner of partnership with Support Operations from a Program Perspective: Runs ad-hoc data analysis Owns discussions with Support Operations and Support Delivery Management to establish strategy and action items for partnered programs. (. Supportability) Drives reporting changes with Support Operations counterparts.  Actively participates in testing for new tools/dashboards.  Program management to drive four Specialization tracks Owner of Leadership Business Reviews and get well plans for each specialization track  Own weekly, monthly and any ad-hoc meetings for all specialization tracks  Ensure action items ( in collaboration with service teams) are assigned ownership and keep track of completion within specialization teams  Create weekly and monthly reporting and provide analysis and trends for main KPIs  Escalate emergent issues accordingly and communicate with stakeholders for corrective measures (. KPI targets not met for specific period - cause and proposed corrective measures)  Business Justification: Support Delivery requires a tenured PM to handle run the business operational tasks as well as any new programs under two main areas:  Commercial Support is structured around technical specializations. In order to successfully run the business, we require a dedicated Program Manager to handle all operational aspects and run specializations projects alongside support leaders. This alleviates management workload and allows focus on employee engagement, thus having a dedicated experienced resource handling program milestones and artifacts.  Region dedicated Program Manager - we require Anudeep continued partnership with JAPAC support leaders for region based pilots and global rollouts of any new initiatives. 

In the absence of a dedicated business analysis team, a PM resource is required to create and maintain the portfolio of regional initiatives, reporting requirements, produce ad-hoc and iterative reporting for any business needs.

Specific

Bachelor’s degree, in Computer Science, MIS or related field 6+ years’ experience in Project/Program Management in Cloud Space

Career Level - IC4

Support Delivery PM Role 

Support Delivery Roles and Responsibilities by Pillar  Process Governance Lead process governance across all of the OC1 support delivery ( gate keeper to add &/or delete any procedures in the OCI support manual as an example).  Owns process creation, maintenance, communication and audit for support engineer and manager procedures.  Partnering with other support teams/service teams to align support procedures and escalation practices.  Create ad-hoc engagement processes for any non-standard models (. GBUs - NON OCI ) Maintenance and audit of confluence spaces Operational Reporting  Owner of reporting and trend analysis for Weekly Metrics Review and data preparation for leadership review.  Owner of Monthly and Quarterly Leadership Business Review for Support Delivery as well as Monthly Business Reviews per Technical Specialization (needs to collect, curate and present data to leadership forum) Any ad-hoc deep dives on outliers or specific metrics trends: backlog, TTR, call metrics etc.  Rhythm of the Business  Participates or owns content and presentation in all ROB meetings.  Works with leaders to ensure data accuracy and content collections suitable for purpose of meeting  Acts as Communications Commander for Support Delivery group.  Owns or helps with Support Delivery ad-hoc projects/programs  Drive pilot or programs across regions/specializations related to global metrics Get-well plan for KPI improvements Create deep dive presentations on customers, escalation patterns, customer satisfaction audit depending on immediate business needs  Help regional leads with program artifacts, documentation, data collections and communication plans and techniques ( as not all the managers have full access to the regional data) Owns direct partnership with Support Operations and OPSBI Owner of partnership with OPSBI for all new or existing reporting requirements  Data clean-up Dashboard accuracy and visual improvements Creation of new dashboards - . collection of user stories, data analysis, testing  Training for new dashboards  Owner of partnership with Support Operations from a Program Perspective: Runs ad-hoc data analysis Owns discussions with Support Operations and Support Delivery Management to establish strategy and action items for partnered programs. (. Supportability) Drives reporting changes with Support Operations counterparts.  Actively participates in testing for new tools/dashboards.  Program management to drive four Specialization tracks Owner of Leadership Business Reviews and get well plans for each specialization track  Own weekly, monthly and any ad-hoc meetings for all specialization tracks  Ensure action items ( in collaboration with service teams) are assigned ownership and keep track of completion within specialization teams  Create weekly and monthly reporting and provide analysis and trends for main KPIs  Escalate emergent issues accordingly and communicate with stakeholders for corrective measures (. KPI targets not met for specific period - cause and proposed corrective measures)  Business Justification: Support Delivery requires a tenured PM to handle run the business operational tasks as well as any new programs under two main areas:  Commercial Support is structured around technical specializations. In order to successfully run the business, we require a dedicated Program Manager to handle all operational aspects and run specializations projects alongside support leaders. This alleviates management workload and allows focus on employee engagement, thus having a dedicated experienced resource handling program milestones and artifacts.  Region dedicated Program Manager - we require Anudeep continued partnership with JAPAC support leaders for region based pilots and global rollouts of any new initiatives. 

In the absence of a dedicated business analysis team, a PM resource is required to create and maintain the portfolio of regional initiatives, reporting requirements, produce ad-hoc and iterative reporting for any business needs.

Specific

Bachelor’s degree, in Computer Science, MIS or related field 6+ years’ experience in Project/Program Management in Cloud Space

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