About this role
This role is part of the Service Excellence organization supporting Oracle Analytics and AI Data Platform products. The position sits within the Quality of Service team, which is responsible for driving structured follow-up on customer-impacting incidents, recurring issues, service health risks, and operational improvement opportunities.
The individual in this role will manage cross-functional problem management programs and customer-focused technical initiatives, including customer-facing RCAs, customer-critical bug fix tracking, Corrective and Preventive Actions (CAPAs), Post Incident Reviews (PIRs), and service health reviews. The role requires strong technical program management skills, operational discipline, and the ability to work across engineering, support, operations, incident management, and leadership teams to improve service reliability and customer outcomes.
This position will help identify risks, track issues to closure, improve processes, and ensure timely communication with stakeholders. The role will also contribute to continuous improvement efforts by analyzing incident trends, identifying repeat problem areas, improving workflows, and supporting data-driven recommendations that enhance service quality, reduce customer impact, and strengthen operational readiness.
Minimum Job Qualifications
Education and/or Experience:
8 years of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery
OR
Bachelor’s Degree in Computer Science, Information Technology, Business Administration, Software Development, Electrical/Hardware Engineering, or related field AND 4 years of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery
OR
Master's Degree in Computer Science, Information Technology, Business Administration, Software Development, Electrical/Hardware Engineering, or related field AND 2 years of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery.
OR
Doctorate in Computer Science, Information Technology, Business Administration, Software Development, Electrical/Hardware Engineering, or related field
Job Skills:
Same skills as prior level plus;
Business Acumen Demonstrated ability in or knowledge of business acumen, including applying business principles and industry trends to inform decision-making.
Agile Methodologies Demonstrated ability to use agile methodologies to drive continuous improvement and product delivery.
Conflict Resolution Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.
Preferred Job Qualifications
Education and/or Experience:
9 years of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery
OR
Bachelor’s Degree in Computer Science, Information Technology, Business Administration, Software Development, Electrical/Hardware Engineering, or related field AND 5 years of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery
OR
Master's Degree in Computer Science, Information Technology, Business Administration, Software Development, Electrical/Hardware Engineering, or related field AND 3 years of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery
OR
Doctorate in Computer Science, Information Technology, Business Administration, Software Development, Electrical/Hardware Engineering, or related field AND 1 year of experience as a Program Manager leading large technical programs or projects, development/implementation projects or experience managing complex cross-functional programs, from conception to delivery.
Budget Experience:
1 year of experience working with operating budgets and/or project financials.
Cloud Services Experience:
6 years of experience in a reputed Enterprise Cloud Services organization/experience working directly with large enterprise customers (i.e., Cerner systems, Oracle Cloud Infrastructure, cloud services, networking, SaaS products, scalable distributed backend services design with Cloud Native, and/or and systems development lifecycles).
Software Lifecycle Development Methodologies Experience:
3 years of experience using software development lifecycle methodologies (e.g., Agile, Scaled Agile Framework [SAFe]), practices, and associated tooling.
Matrixed Organization Experience:
3 years of experience in leading cross-functional and cross-level matrixed teams to achieve project goals.
Stakeholder Facilitation Experience:
1 year of experience in facilitating large meetings and driving consensus among diverse stakeholders.
Presentation Experience:
2 years of experience in communicating program status, end-to-end delivery, and results to leadership.
Data Analysis Experience:
3 years of experience in data analysis and reporting.
Project Management and Delivery Certifications:
Project management and delivery certifications, e.g., Certified Scrum Master (CSM) from Scrum Alliance, Project Management Professional (PMP) certification from the Project Management Institute (PMI), Lean Six Sigma Black Belt Certification, ITIL Information Technology Infrastructure Library.
Software Development and Implementation Experience:
2 years of experience in software development, software development management, or software implementation consulting projects.