Job Description

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.
At Oracle Cloud Infrastructure (OCI), we build the future of the cloud for Enterprises as a diverse team of fellow creators and inventors. We act with the speed and attitude of a start-up, with the scale and customer-focus of the leading enterprise software company in the world. The OCI Problem Management (PbM) team works in close partnership with OCI Incident Management, Support and Product/Service teams to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. PbM team is responsible for managing lifecyle of all problems in OCI's ecosystem. As a TPM in PbM team you will drive problem resolution efforts through root cause analysis (RCA), and problem remediation to improve the availability of OCI's critical services. You will leverage your experience and savvy to lead out teams in driving quality by minimizing the impact of errors in infrastructure on the business, proactively prevent recurrence of incidents caused by problems and managing the lifecycle of all problems, ensuring the most critical are prioritized, improved and refined. You will lead key stakeholders in defining critical success factors, establishing comprehensive performance measures and identifying improvement objectives. You’ll need to be innovative and adaptable and be able to lean into the details while keeping the big picture in sight. Whatever the challenge, you’ll always be looking for ways we can do things better. To be successful in this role, you will need to be highly inquisitive and understand how to use analytical tools to extract knowledge from data. Having a background leading complex analysis, projects or programs, being comfortable creating new processes, managing their implementation, and getting results is critical to your success. Key Responsibilities:

• Develop and manage strong partnerships with all teams to guide them in their efforts during the Problem Management phases of the service management lifecycle
• Deliver actionable problem improvement plans and own them to completion while being accountable for their SLAs
• Identify opportunities for automation and work with multiple cross functional teams to make those areas of opportunity a reality
• Develop process plans and engagement strategies for implementing key improvements
• Deliver continual results via progressive process improvements that reduce gaps in performance goals
• Deploy and manage Known Error Database (KEDB) to support improved incident management
• Consistently pursue and promote continued process innovation to realize the cultural shift required to enable our organization to achieve, sustain and advance process effectiveness and efficiencies
• Train and mentor new staff on problem management processes

• Analytical skills to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
• Communication skills to abstract up from low-level information to a more general understanding. Ability to distinguish user stories from the underlying true needs, and distinguish solution ideas from requirements
• Creative and analytical problem solver with a passion for operational excellence
• Must be comfortable working in very ambiguous situations, effectively showing diligence and perseverance with partner teams and the ability to create alignment without direct management authority
• Ability to distill and summarize project status and various inputs for executive leadership
• Facilitation skills to lead requirements elicitation workshops
• Observational skills to validate data obtained via other techniques and expose new areas for elicitation
• Active listening skills and high emotional intelligence to understand and mitigate risks to the relationship and build trust with partner teams
• Organizational skills to work with the vast array of information gathered during elicitation and analysis and to cope with rapidly changing information

• Background reflecting strong tenure and career progression in Operations and Support within a complex, global organization
• 3 to 5+ years of Operations and/or Support experience, preferably within a large global corporation–tech and/or cloud organization a plus
• Preferred: Master's in Business Administration or Computer Science/Engineering
• Ability and experience using data and metrics to tell a story and drive decisions
• Must be self-directed and able to work independently, as well as in a team environment