Senior Technical Program Manager

Oracle•United States,

7d•$83,000 - $166,100

About The Position

This role is part of the Service Excellence organization supporting Oracle Analytics and AI Data Platform products. The position sits within the Quality of Service organization team, which is responsible for driving structured follow-up on customer-impacting incidents, recurring issues, service health risks, and operational improvement opportunities. The individual in this role will manage cross-functional problem management programs and customer-focused technical initiatives, including customer-facing Root Cause Analyses (RCAs), customer-critical bug fix tracking, Corrective and Preventive Actions (CAPAs), Post Incident Reviews (PIRs), and service health reviews. The role requires strong technical program management skills, operational discipline, and the ability to work across engineering, support, operations, incident management, and leadership teams to improve service reliability and customer outcomes. This position will help identify risks, track issues to closure, improve processes, and ensure timely communication with stakeholders. The role will also contribute to continuous improvement efforts by analyzing incident trends, identifying repeat problem areas, improving workflows, and supporting data-driven recommendations that enhance service quality, reduce customer impact, and strengthen operational readiness.

Requirements

Strong technical program management skills.
Operational discipline.
Ability to work across engineering, support, operations, incident management, and leadership teams.

Responsibilities

Manage cross-functional problem management programs and customer-focused technical initiatives.
Conduct customer-facing Root Cause Analyses (RCAs).
Track customer-critical bug fixes.
Manage Corrective and Preventive Actions (CAPAs).
Facilitate Post Incident Reviews (PIRs).
Conduct service health reviews.
Identify risks and track issues to closure.
Improve processes and ensure timely communication with stakeholders.
Analyze incident trends and identify repeat problem areas.
Improve workflows and support data-driven recommendations.