Program Manager 3-proddev

Job Category Product Development 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 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 Qualifications Bachelor s degree in computer science or a related technical discipline or equivalent experience Proven track record in incident management and continuous improvement activities Extensive knowledge of IT service management concepts and processes ITIL certification or equivalent preferred Experience in technical problem-solving and crisis management concepts Detailed knowledge of IT concepts strategies and methodologies especially in cloud computing networking or sys admin Strong partnership in solving complex problems Meticulous organized critical thinker Superb communication skills written and verbal Ability to promote a team environment Professional ethics that emphasize honesty integrity accountability emotional intelligence and that value growth 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 Communicate incident status to various levels of the organization including to Senior Leadership in both structured and unstructured venues Document incident details keep timelines and perform post-incident reviews Find opportunities for improvements and lead initiatives to implement these opportunities including the creation and implementation of new processes Provide ownership for Incident Management relationships building and maintaining strong partnerships with incident participants and partners Own create and update incident processes and documentation Qualifications Career Level - IC3 About Us As a world leader in cloud solutions Oracle uses tomorrow s technology to tackle today s challenges We ve partnered with industry-leaders in almost every sector-and continue to thrive after 40 years of change by operating with integrity We know that true innovation starts when everyone is empowered to contribute That s why we re committed to growing an inclusive workforce that promotes opportunities for all Oracle careers open the door to global opportunities where work-life balance flourishes We offer competitive benefits based on parity and consistency and support our people with flexible medical life insurance and retirement options We also encourage employees to give back to their communities through our volunteer programs We re committed to including people with disabilities at all stages of the employment process If you require accessibility assistance or accommodation for a disability at any point let us know by emailing or by calling 1 888 404 2494 in the United States Oracle is an 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 and protected veterans status or any other characteristic protected by law Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law