Program Manager- Oracle Implementation Support/Managed Services

Key Responsibilities

• Own and manage the Oracle post-go-live support operating model across business, IT, and AMS partner teams.
  • 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.
  • Maintaining 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.
• Coordinate daily Oracle support activities to ensure business continuity and rapid resolution of operational issues.
  • Monitoring open incidents, defects, enhancement requests, and production support tickets.
  • Facilitating daily triage calls for high-priority issues.
  • Cooking 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.
  • Maintaining knowledge articles, SOPs, and support documentation.
• Act as the primary coordination point between business users, IT, and the AMS provider.
  • 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.
• Lead structured resolution of incidents and recurring issues.
  • MANAGING severity-based escalation processes.
  • COORDINATING major incident response for high-impact Oracle issues.
  • DRAIVING 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.
• Manage the intake, prioritization, and delivery of Oracle enhancements and minor change requests.
  • MANTAINING 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.
• Develop metrics and insights to improve Oracle support operations.
  • DEVELOPING metrics and insights to improve Oracle support operations.