Oracle
Principal Program Manager
Job Description
Support Delivery PM Role
- Support Delivery Roles and Responsibilities by Pillar
- Process Governance
- Lead process governance across all of the OC1 support delivery ( gate keeper to add &/or delete any procedures in the OCI support manual as an example).
- Owns process creation, maintenance, communication and audit for support engineer and manager procedures.
- Partnering with other support teams/service teams to align support procedures and escalation practices.
- Create ad-hoc engagement processes for any non-standard models (e.g. GBUs - NON OCI )
- Maintenance and audit of confluence spaces
- Operational Reporting
- Owner of reporting and trend analysis for Weekly Metrics Review and data preparation for leadership review.
- Owner of Monthly and Quarterly Leadership Business Review for Support Delivery as well as Monthly Business Reviews per Technical Specialization (needs to collect, curate and present data to leadership forum)
- Any ad-hoc deep dives on outliers or specific metrics trends: backlog, TTR, call metrics etc.
- Rhythm of the Business
- Participates or owns content and presentation in all ROB meetings.
- Works with leaders to ensure data accuracy and content collections suitable for purpose of meeting
- Acts as Communications Commander for Support Delivery group.
- Owns or helps with Support Delivery ad-hoc projects/programs
- Drive pilot or programs across regions/specializations related to global metrics
- Get-well plan for KPI improvements
- Create deep dive presentations on customers, escalation patterns, customer satisfaction audit depending on immediate business needs
- Help regional leads with program artifacts, documentation, data collections and communication plans and techniques ( as not all the managers have full access to the regional data)
- Owns direct partnership with Support Operations and OPSBI
- Owner of partnership with OPSBI for all new or existing reporting requirements
- Data clean-up
- Dashboard accuracy and visual improvements
- Creation of new dashboards - i.e. collection of user stories, data analysis, testing
- Training for new dashboards
- Owner of partnership with Support Operations from a Program Perspective:
- Runs ad-hoc data analysis
- Owns discussions with Support Operations and Support Delivery Management to establish strategy and action items for partnered programs. (e.g. Supportability)
- Drives reporting changes with Support Operations counterparts.
- Actively participates in testing for new tools/dashboards.
- Program management to drive four Specialization tracks
- Owner of Leadership Business Reviews and get well plans for each specialization track
- Own weekly, monthly and any ad-hoc meetings for all specialization tracks
- Ensure action items ( in collaboration with service teams) are assigned ownership and keep track of completion within specialization teams
- Create weekly and monthly reporting and provide analysis and trends for main KPIs
- Escalate emergent issues accordingly and communicate with stakeholders for corrective measures (e.g. KPI targets not met for specific period - cause and proposed corrective measures)
- Business Justification: Support Delivery requires a tenured PM to handle run the business operational tasks as well as any new programs under two main areas:
- Commercial Support is structured around technical specializations. In order to successfully run the business, we require a dedicated Program Manager to handle all operational aspects and run specializations projects alongside support leaders. This alleviates management workload and allows focus on employee engagement, thus having a dedicated experienced resource handling program milestones and artifacts.
- Region dedicated Program Manager - we require Anudeep continued partnership with JAPAC support leaders for region based pilots and global rollouts of any new initiatives.
In the absence of a dedicated business analysis team, a PM resource is required to create and maintain the portfolio of regional initiatives, reporting requirements, produce ad-hoc and iterative reporting for any business needs.
Specific
- Bachelor’s degree, in Computer Science, MIS or related field
- 6+ years’ experience in Project/Program Management in Cloud Space
Career Level - IC4
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