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Program Manager 3-Proddev

hace 2 meses

Zapopan, Jalisco, México Oracle A tiempo completo

Job Summary

The Continual Service Improvement (CSI) team is a global team created to promote a culture of cross-functional collaboration and continuous improvement throughout Oracle operations. They serve as the first point of contact for all issues that have impacted our customer-facing production environment. The team's foremost responsibility is to keep those issues from recurring using the resources available to identify, resolve, or escalate issues to the appropriate person or team.

Key Responsibilities

  • Own all internal and public communication regarding customer-facing alerts and escalations in production environment
  • Use CSI toolset to summarize, understand, and escalate customer-impacting issues
  • Conduct timely, in-geo postmortems for all events that impact customers
  • Audit past events to determine true customer impact
  • Help identify areas for improvement in processes, procedures, monitoring, etc. among all Operations teams
  • Work closely with development engineers who build the product
  • Establish rapport with all Operations teams and managers
  • Gain familiarity with Oracle solutions and customer needs
  • Manage projects addressing long term, permanent resolutions for major issues
  • Maintain and add to team documentation

Requirements

The ideal candidate will have a strong background in production management and a proven track record of improving processes and procedures. They will be able to work effectively in a fast-paced environment and communicate complex technical information to both technical and non-technical stakeholders.