Program Manager- Oracle Implementation SupportManaged Services
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Job Summary
Role Purpose
The Program Manager will lead the day-to-day coordination governance and continuous improvement of Oracle post-implementation support delivered through an Application Managed Services model. This role will act as the operational bridge between business stakeholders IT leadership Oracle functional teams technical teams AMS partners and service management teams to ensure stable operations timely issue resolution effective change management and measurable business value from Oracle platforms.
Position Summary
The Program Manager will be responsible for organizing managing and improving Oracle support operations after implementation. This includes oversight of incidents service requests enhancements defects integrations reporting needs release planning environment coordination vendor performance and business communications.
The ideal candidate will have strong experience managing ERP support operations preferably Oracle Cloud ERP Oracle EBS Oracle Fusion SCM Finance Manufacturing HCM or related Oracle platforms. They should understand how to run support through an AMS model including SLAs ticket triage escalation paths governance meetings continuous improvement and vendor accountability.
Key Responsibilities
1. AMS Governance and Operating Model
Own and manage the Oracle post-go-live support operating model across business IT and AMS partner teams.
Responsibilities include:
- Establishing and maintaining support governance cadence roles responsibilities and escalation paths.
- Running daily weekly and monthly AMS governance meetings.
- Managing AMS partner performance against agreed service levels.
- Ensuring clear ownership across Level 1 Level 2 Level 3 business super users internal IT and vendor teams.
- Maintaining a structured intake and prioritization process for incidents service requests enhancements and defects.
- Driving operational discipline around ticket aging backlog root cause analysis and SLA adherence.
2. Day-to-Day Oracle Support Management
Coordinate daily Oracle support activities to ensure business continuity and rapid resolution of operational issues.
Responsibilities include:
- Monitoring open incidents defects enhancement requests and production support tickets.
- Facilitating daily triage calls for high-priority issues.
- Coordinating issue resolution across Oracle functional technical integration reporting infrastructure and security teams.
- Ensuring business-critical processes such as order-to-cash procure-to-pay record-to-report plan-to-produce inventory manufacturing and financial close are supported effectively.
- Managing production support during month-end quarter-end year-end and other critical business cycles.
- Ensuring knowledge articles SOPs and support documentation are maintained.
3. Stakeholder and Business Relationship Management
Act as the primary coordination point between business users IT and the AMS provider.
Responsibilities include:
- Building strong relationships with business process owners super users IT leaders and AMS teams.
- Communicating ticket status issue trends risks and support performance clearly to stakeholders.
- Translating business priorities into actionable support workstreams.
- Managing expectations on delivery timelines prioritization and support capacity.
- Coordinating business validation user acceptance regression testing and deployment approvals.
- Ensuring business users receive timely updates on incidents enhancements and planned releases.
4. Incident Problem and Escalation Management
Lead structured resolution of incidents and recurring issues.
Responsibilities include:
- Managing severity-based escalation processes.
- Coordinating major incident response for high-impact Oracle issues.
- Driving root cause analysis for recurring or critical incidents.
- Ensuring corrective and preventive actions are documented and tracked.
- Monitoring ticket aging and pushing teams toward timely closure.
- Escalating vendor resource or business dependency issues when required.
- Ensuring communication plans are in place for high-severity incidents.
5. Enhancement and Change Management
Manage the intake prioritization and delivery of Oracle enhancements and minor change requests.
Responsibilities include:
- Maintaining an enhancement backlog.
- Facilitating prioritization discussions with business and IT leadership.
- Coordinating estimates impact assessments approvals development testing and deployment.
- Ensuring changes follow IT change management and release management processes.
- Coordinating Oracle quarterly updates patches regression testing and release readiness.
- Managing release calendars and deployment communications.
- Ensuring proper documentation training and knowledge transfer for delivered changes.
6. Performance Reporting and Continuous Improvement
Develop metrics and insights to improve Oracle support operations.
Responsibilities include:
Required Skills:
ERP IMPLEMENTATION and ORALCE CLOUD FUSION
