Oci Support Operations

OCI Support Operations - Analytics Program Manager -220005KL

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**

At Oracle Cloud Infrastructure (OCI), we build the future of the cloud for Enterprises as a diverse team of fellow creators and inventors. We act with the speed and attitude of a start-up, with the scale and customer-focus of the leading enterprise software company in the world.

Values are OCI’s foundation and how we deliver excellence. We strive for equity, inclusion, and respect for all. We are committed to the greater good in our products and our actions. We are constantly learning and taking opportunities to grow our careers and ourselves. We challenge each other to stretch beyond our past to build our future.

You are the builder here. You will be part of a team of really smart, motivated, and diverse people and given the autonomy and support to do your best work. It is a dynamic and flexible workplace where you’ll belong and be encouraged.

**Department Description**

The OCI Customer Operations team has been initiated to measure the processes and metrics in which Oracle handles OCI customers (active/consuming) service requests.
- Our goal is to fix customer problems fast.
- Identify Data to include in process metrics (quantitative and qualitative) in relation to OCI customer.

As a Senior Program Manager in Oracle Support Analytics, you will assist with building and designing analytics reporting, partnering with stakeholders to break down problem sets with data and report back on improvement opportunities and scaling the analytics program longer term to be self-service by anticipating your stakeholders needs. You will lead medium to large scale projects from initiation through delivery. You are a stakeholder in the planning, design, and execution processes within the OCI Support Tooling & Automation team. Your scope of influence is the immediate team and all its up
- and downstream dependencies. While helping to build reporting and building out program strategy, you anticipate and resolve bottlenecks, escalating as appropriate, making tradeoffs and balancing business needs with technical constraints. You are passionate about coaching others in building analytics and support tool configuration.

**Responsibilities**
- Maintain the relationship between support and partner teams, including global analytics teams and stakeholders.
- Operate on behalf of the support team across the organization, communicating needs, feature development requests, and outlining requirements
- Act as a tool administrator, report author, and project manager for internal support tools including analytics
- Provide training when requested and/or needed to associated stakeholders.
- Own the project management activities of several projects simultaneously
- Continuously grow your understanding of the customers’ needs and recommend effective solutions that will improve operational metrics.
- Create and maintain comprehensive project documentation
- Build strong and successful relationships with core stakeholders
- Share status that is relevant, transparent and adds value
- Escalate issues and develop mitigation plans
- Think broadly and strategically when solving problems
- Proactively identify challenges and solutions
- Ability to thrive in a fast-paced and changing environment; adaptable to shift priorities quickly
- Familiarity with digital communication tools (i.e. Slack) and remote work

**Desired Skills**
- Bachelor’s degree or equivalent experience relevant to functional area.
- Solid, clean writing and communication skills.
- Experience with Infrastructure Cloud usage and use-case scenarios, and enterprise expectations and concerns
- 4+ years in support project management or customer operations experience

**Preferred Skills**
- Demonstrated ability to achieve results through cross-functional, virtual teams
- Owns Team Backlog (plan, maintain, and prioritize work)
- Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules and shifting business priorities
- Flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment +
- Superior communication skills (interpersonal, verbal, written, presentation) +
- Positive attitude, team player, self-starter; takes initiative, ability to work independently +
- Display a demonstrated ability to think broadly and strategically +
- Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills +
- Ability to handle confidential information discreetly

**About Us**

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with