Job DescriptionOracle 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
6+ years of technical Program Management experience with demonstrated success in software, process engineering.
3+ years of experienced in managing cloud-based services (PaaS or SaaS)
3+ years of experience in service management, SRE or devops. This includes monitoring, logging, post-incident analysis, SRE tooling, and/or incident management.
3+ years of experience in analytics – using big data to inform decisions and investments, writing SQL queries and using analytics tools.
Prior software development or site reliability engineering 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 - IC4ResponsibilitiesManage 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.Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range in USD from: $115,700 to $189,500 per annum. May be eligible for bonus and equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.Disclaimer: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. Which includes being a United States Affirmative Action Employer