Program Manager 3-ProdDev

Oracle is dedicated to empowering individuals to achieve more by leveraging exceptional analytics capabilities. As part of the Services Excellence team within Oracle Analytics, you will play a crucial role in innovating, constructing, and maintaining the service management technologies essential for supporting our products. Our ultimate goal is to ensure our products evolve into world-class services by prioritizing customer focus, scalability, availability, reliability, and security. We continuously invest in refining processes and technology to enhance our services. Your primary responsibility will involve overseeing the health and incident management of Oracle Analytics service offerings. This presents a unique opportunity for you to utilize your expertise in analytics, project management, and leadership to spearhead incident response for a diverse range of production incidents. Operating in a dynamic and fast-paced environment, you will juggle multiple tasks while collaborating with internal technical resources and external vendors to swiftly resolve incidents. As an Incident Commander, you will play a pivotal role in organizing and influencing teams within our expansive and diverse organization. By fostering strong relationships, you will drive results and enhance our capacity to deliver outcomes effectively in the future. Your role will involve advising service teams during major incidents and ensuring that our incident management team continues to make a substantial positive impact on our customers and Oracle. Success in this role hinges on your ability to remain composed, professional, and focused in challenging, rapidly changing circumstances. You should also be adept at achieving objectives independently within a distributed team. **Qualifications:** - Bachelor's degree in computer science or a related technical discipline, or equivalent experience - Demonstrated expertise in incident management and continuous improvement practices - Thorough understanding of IT service management concepts and processes; ITIL certification or equivalent is advantageous - Proficiency in technical problem-solving and crisis management strategies - In-depth knowledge of IT principles, methodologies, particularly in cloud computing, networking, or sys admin - Proven ability to collaborate in resolving complex issues - Detail-oriented, organized, critical thinker - Exceptional written and verbal communication skills - Capacity to foster a collaborative team environment - Ethical values emphasizing honesty, integrity, accountability, emotional intelligence, and growth-oriented mindset **Responsibilities:** - Manage incidents of varying complexity, from large-scale outages to unique incidents impacting individual customers - Advocate for customer-centric incident response and mitigation strategies - Participate in a Follow the Sun global shift rotation, covering local daytime hours, holidays, weekends, and on-call duties on a rotational basis - Collaborate with other IT groups and business partners to expedite service restoration, minimize business impact, and meet SLA targets - Communicate incident status to diverse organizational levels, including senior leadership, through structured and informal channels - Document incident details, maintain timelines, and conduct post-incident evaluations - Identify improvement opportunities and lead initiatives to implement new processes - Establish and nurture strong partnerships with incident participants and partners - Develop, update, and manage incident processes and documentation **About Us:** As a pioneer in cloud solutions, Oracle leverages cutting-edge technology to address current challenges. Collaborating with industry leaders across various sectors, we have thrived for over 40 years by upholding integrity in all operations. At Oracle, we believe genuine innovation flourishes when everyone has the opportunity to contribute. We are committed to fostering an inclusive workforce that provides equal opportunities to all. Our global career opportunities at Oracle prioritize work-life balance and offer competitive benefits that are fair and consistent. We support our employees with flexible medical, life insurance, and retirement options, while also encouraging community engagement through volunteer programs. We are dedicated to integrating individuals with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation due to a disability, please reach out to us via email at accommodation-request_mb@oracle.com or call +1 888 404 2494 in the United States.,