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Oracle Problem Manager in Frisco, Texas

Manage the development and implementation process of a specific company product.

Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.

Duties and tasks are varied and complex, needing independent judgment. Fully competent in own area of expertise. May have project lead role and or supervise lower level personnel. BS degree or equivalent experience relevant to functional area. 5 years of project management, product design or related experience preferred.

This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

The Problem Manager is responsible for managing the lifecycle of all recurring incidents to SaaS services in the form of postmortem investigations. The Problem Manager’s primary objectives is to collaborate with various Cloud Property DevSecOps teams prevent to recurring incidents from happening, and to minimize the impact of incidents that cannot be prevented. This influential role will be responsible for executing a scalable problem management process/procedure following common cloud best practices. The role will drive continual improvement into the greater process through data-driven decisions to increase further stability and overall reliability into the Oracle Cloud Environment. The Oracle Cloud SaaS business is a major focus point of the company and area of extremely rapid growth.

KEY RESPONSIBILITIES

  • Oversee and improve SaaS organization’s problem management process by seeking out and integrating best practices wherever possible while promoting a DevSecOps culture across the organization.

  • Iterate regularly on the problem management process using data gathered about the frequency and severity of incidents.

  • Conduct postmortem investigations and root cause analysis (RCA) meetings with all relevant stakeholders including writing meeting agendas and facilitating the sessions.

  • Creatively implement a variety of root cause analysis techniques.

  • Coordinate between DevSecOps teams as they work to determine and remediate the root cause of SaaS major incidents, document corrective actions with task owners and due date, and follow up to ensure tasks are completed.Continual follow up of identified action items may be required until resolved.

  • Define KPIs associated with problem management and prepare reports to demonstrate the value of problem management.

  • Partner with the Incident Management team to smoothly and quickly transition major or recurring incidents into the problem management process.

  • Train, coach, and mentor teams in problem management process practices.

  • Partner with the Change Management team to conduct post maintenance window reviews to identify areas of improvement.

  • Communicate information both to senior management as well as local Cloud DevSecOps teams regarding necessary process/procedures adjustments

  • Measure and manage team performance for problem management execution

PREFERRED SKILLS & EXPERIENCE

The candidate will have deep experience in Post-Sales Technical support and more specifically will have the experience described below:

  • College diploma or university degree in the field of computer science and or team management and/or 8 years equivalent work experience

  • Overall understanding of cloud-based architectures

  • Prior experience in mission-critical cloud-based support role

  • Familiarity with common cloud problem management best practices

  • Experience working for cloud SaaS service providers

  • Strong written and verbal communication skills to coordinate with local and English oriented teams

  • Strong analytical skills to review data trends and execute data-driven decisions

  • Project release planning and management experience

  • Familiarity of Oracle Cloud platform technologies

  • Awareness of general LAMP and WAMP platform architectures

  • Awareness of general cloud application development standards

  • Experience with working for hyper growth Cloud Service providers preferred

  • Prior experience with documentation and management tools such as Confluence and JIRA

  • ITIL certification preferred

REQUIRED PERSONAL ATTRIBUTES

  • Strong customer service orientation

  • Proven analytical and problem-solving abilities

  • Good written and oral communication skills

  • Enriching interpersonal skills

  • Ability to present ideas in business-friendly and user-friendly language

  • Highly self-motivated and directed

  • Keen attention to detail

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Experience working in a team-oriented, collaborative environment

EDUCATION

A Bachelor of Science degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, Chemistry with 3.0 GPA

OR proven professional/technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

ADDITIONAL INFORMATION

As part of Oracle's U.S. employment process, candidates will be required to complete a background check, prior to an offer being extended. These background checks include:

  • Prior Employment Verification

  • Education Verification

  • Social Security Trace

  • Criminal Background Check

  • Motor Vehicles Records (where required for position)

Job: *Product Development

Organization: *Oracle

Title: Problem Manager

Location: United States

Requisition ID: 21000HTO

Other Locations: CA-Canada

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