Program Manager - Incident and Service Management

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
• 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

• 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