Senior Technical Program Manager

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 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 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. Key Responsibilities Own and drive cross-functional problem management programs for Oracle Analytics and AI Data Platform services. Manage customer-facing RCA workflows, ensuring timely, accurate, and customer-ready responses. Track customer-critical bugs, CAPAs, PIR action items, and service health risks through closure. Partner with engineering, SRE, DevOps, support, incident management, and leadership teams to drive accountability and resolution. Analyze incident and ticket trends to identify recurring failure patterns, systemic risks, and improvement opportunities. Lead service health reviews and provide structured updates on risks, progress, blockers, and outcomes. Improve operating mechanisms, workflows, dashboards, and reporting for problem management programs. Drive prioritization and follow-up on corrective actions that improve service reliability and customer experience. Communicate clearly with senior stakeholders on customer-impacting issues, program status, and escalation needs. Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from: $83,000 to $166,100 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. As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.