Program Manager – Oracle Post-Implementation Support / Applicat with Security Clearance

About the role

CEdge Software Consultants is seeking a Program Manager with a Security Clearance to join their team in Saint Louis, Missouri.

Responsibilities

• Running daily, weekly, and monthly AMS governance meetings.
• Managing AMS partner performance against agreed service levels.
• Ensuring clear ownership across various teams including 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.
• Coordinating daily Oracle support activities to ensure business continuity and rapid resolution of operational issues.
• 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.
• Acting 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.
• Leading structured resolution of incidents and recurring issues.
• 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.
• Managing the intake, prioritization, and delivery of Oracle enhancements and minor change requests.
• 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.
• Developing metrics and insights to improve Oracle support operations.
• Creating dashboards for ticket volumes, SLA performance, backlog, aging, defect trends, enhancement throughput, and recurring issues.
• Reporting AMS performance to IT and business leadership.
• Identifying opportunities for process automation, self-service, knowledge management, and support optimization.
• Driving continuous improvement initiatives to reduce ticket volume and improve user experience.
• Monitoring support cost, resource utilization, and AMS productivity.
• Reviewing lessons learned from incidents, releases, and business cycles.

Requirements

• 8+ years of experience in IT program management, ERP support management, application support, or enterprise systems delivery.
• 3+ years of experience managing Oracle post-implementation support or Oracle AMS operations.
• Experience working with Oracle Cloud ERP, Oracle Fusion, Oracle EBS, or related Oracle enterprise applications.
• A strong understanding of ITIL-based service management practices, including incident, problem, change, and release management.
• Experience managing third-party AMS providers or system integrators.
• Experience coordinating functional and technical Oracle teams.
• A proven ability to manage executive communications, operational reporting, and stakeholder expectations.
• Experience with support tools such as ServiceNow, Jira, Azure DevOps, Oracle Support, or similar ticketing platforms.
• Experience supporting critical business cycles such as financial close, supply chain execution, procurement, manufacturing, or order management.

Preferred Experience

• Oracle Cloud ERP post-go-live stabilization experience.
• Experience with Oracle modules such as Financials, Procurement, SCM, Manufacturing, Inventory, Order Management, Projects, HCM, or EPM.
• Experience managing Oracle quarterly patch cycles and regression testing.
• Experience with offshore, nearshore, and onshore support models.
• Experience implementing AMS governance from the ground up.
• Knowledge of integration support, middleware, reporting, data conversion, and security administration.
• Experience with Power BI, Oracle Analytics, OTBI, BI Publisher, or operational reporting tools.
• PMP, ITIL, Scrum Master, or Oracle certification preferred.