As a Principal Technical Program Manager on the Service Excellence team, you will be working with engineering teams and customers to ensure OCI is meeting its service commitments and driving functional and process changes when we aren’t. Your work will directly contribute to improving our customers’ experiences with our services and ensuring OCI remains the best place to run their workloads. Service owners will appreciate the insight, process improvements, and automation your work brings. The ideal candidate will maintain calm under pressure and be adept at juggling multiple competing priorities. You will have an understanding of why SLAs exist and what happens when they are breached. You will be able to internalize and understand OCI’s service level agreements and talk about them clearly and concisely to both internal and external audiences. You will possess sufficient technical knowledge to drive intelligent conversations with both service owners and customers and be able to roll up your sleeves to root out any ambiguity. You are not afraid to ask questions when something doesn’t make sense, and to empathetically and respectfully challenge assertions or assumptions and to escalate when necessary. You are biased toward taking action with a high degree of judgement. You will be comfortable working with data to generate financial models and forecasts. The improvements you drive will have a material financial impact on OCI and our customers and a high level of visibility within the organization and the impact of the work you do will be felt across the organization and watched by the industry. Responsibilities include:

· Working with product teams to create SLAs for new products and ensuring there are mechanisms in place to measure when they are breached.

· Understanding, internalizing, and communicating SLA language and communicating these internally and externally

· Handling regular updates to SLAs and analyzing the impact to OCI services

· Staying abreast of industry trends and the competitive landscape around SLAs, particularly as they pertain to other hyper scale cloud providers

· Intake, analysis, and processing of customer SLA breach claims

· Driving engineering teams to validate outages and/or claims

· Driving process improvements to the SLA process including the application of automation and AI/ML

· Communicating regular program updates to internal stakeholders

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Oracle Cloud Infrastructure (OCI) enables customers of all types to run their workloads on best in class infrastructure. OCI empowers our customers to maximize their spend by offering the best price/performance and the most transparent, predictable, and consistent pricing while adhering to strict service level agreements (SLAs) Customers around the world trust OCI to stand behind our infrastructure’s availability, manageability, and performance and to make it right if we don’t live up to our promise. The Service Excellence team ensures OCI is living up to our promises.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $90,100 to $199,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4

6+ years of experience in a related field

· Demonstrated ability to deliver positive outcomes on projects and programs

· Demonstrated ability to stay calm under pressure and juggle multiple competing priorities

· Demonstrated end-to-end ownership of an area

· Understanding of Site Reliability Engineering and service support models

· Strong technical, analytical, and mathematic

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