Program Manager 3-ProdDev
Core
Lead incident response and service management for Oracle Analytics products, coordinating technical resources and vendors to resolve production outages and minimize business impact.
Role type
Senior IC Program Manager (Incident Management)
Builds
Incident management processes and service restoration capabilities for Oracle Analytics
Domain
IT Operations / SaaS Product Support
Deliverable
client delivery
Required skills
Incident response, service management frameworks (ITIL), problem management, change management, stakeholder coordination, post-incident analysis, process improvement
Preferred skills
None stated
Technologies
None stated
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; Actively engage other IT groups and/or Business partners to drive service restoration, minimize business impact, and meet SLA targets; 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
Seniority
Senior, hands-on IC