Senior Technical Program Manager
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 organization 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 Root Cause Analyses (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.
Key Responsibilities
- Manage problem management activities for Oracle Analytics and AI Data Platform services, including RCAs, PIRs, CAPAs, customer-critical bug fixes, and service health reviews.
- Coordinate with engineering, support, operations, incident management, customer success, and leadership teams to drive timely investigation, follow-up, and closure of customer-impacting issues.
- Lead the creation, review, and delivery of customer-facing RCA content, ensuring technical accuracy, clear communication, and alignment with stakeholder expectations.
- Track corrective and preventive actions to closure, monitor overdue items, escalate risks, and ensure accountability across owning teams.
- Support weekly or recurring service health and problem review forums by preparing incident summaries, action item status, trend analysis, and leadership-ready updates.
- Identify recurring issues, operational gaps, and service reliability risks through review of incidents, bugs, escalations, and customer-impacting events.
- Partner with development and operations teams to prioritize and track customer-critical bug fixes, mitigation plans, and long-term corrective actions.
- Maintain clear program documentation, including RCA status, PIR outcomes, CAPA trackers, service health findings, risks, dependencies, and executive summaries.
- Develop and improve processes, templates, dashboards, and reporting mechanisms to increase consistency, transparency, and efficiency across problem management workflows.
- Use data and metrics to identify trends, measure program effectiveness, monitor SLA adherence, and recommend improvements to reduce repeat incidents and improve customer experience.
- Communicate program status, risks, blockers, and decisions clearly to stakeholders and leadership, ensuring alignment on priorities and next steps.
- Drive continuous improvement initiatives that strengthen service reliability, operational readiness, customer communication, and cross-functional execution.
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $83,000 to $166,100 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:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. 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.
Career Level - IC3