PROGRAM MANAGER

We focus on improving the quality, cost and differentiated value of the Oracle Support Service and On Demand businesses.
We provide Software-as-a-Service (SaaS) that is guided by an IT Infrastructure Library (ITIL) framework for Application and Infrastructure Management.
The Support Platform team provides a support platform for our Global Customer Support organization.
This platform consists of diagnostic and support tools, as well as a superior knowledge management platform for support engineers and customers to maximize their ability to prevent and resolve Oracle product issues.
Diagnostics Tools and Processes (DTP) is a group within SE - Support Platform.
The group creates tools and processes designed to contribute to Problem Avoidance, Self Service Resolution and Reduction in Resolution time.
The group is involved in creating, maintaining, enhancing diagnostics and integrating diagnostics to be part of the issue resolution process.

QUALIFICATIONS:

10+ years Management / Team Lead experience
Marketing, Engineering or equivalent degree
A successful track-record delivering a project in a global environment with a preferred background in enterprise IT business
Hands-on problem solving skills, and outstanding oral and written communication skills
Capability to learn new processes and technologies quickly.
Proven Track Record.
The ability to influence at all levels with well-developed persuasive arguments.
Exceptional interpersonal and communication skills.
Self-driven and self motivated.
Results orientated, an ability to manage multiple priorities is also expected.
Strong customer orientation.
Ability to manage distributed staff (remote management).
Ability to interface successfully with Development organization to drive end game success.
Ability to work under pressure and meet deadline requirements complimenting a proactive and flexible approach with a resilient and results - orientated nature.

RESPONSIBILITIES:

Project Management:

Creates and executes project work plans and revises as appropriate to meet changing needs and requirements. Competent with project scheduling and productivity tools such as MS Projects.
Identifies resources needed and assigns individual responsibilities.
Reviews deliverables prepared by team before passing to client.
Effectively applies our methodology and enforces project standards. Prepares for project reviews and quality assurance procedures.
Ensures project documents are complete, current, and stored appropriately.
Tracks, manages and reports work completed, rescheduled or revised in accordance with agreements.

Communication:

Facilitates team and client meetings effectively.
Holds regular status meetings with project team.
Effectively communicates relevant project information to superiors.
Delivers engaging, informative, well-organized presentations
Resolves and/or escalates issues in a timely fashion.
Understands how to communicate difficult/sensitive information tactfully.

Technical Understanding:

Possesses general understanding in the areas of application programming, database and system design, configuration, testing and deployment.

Leadership:

Inspires coworkers to attain goals and pursue excellence.
Identifies opportunities for improvement and makes constructive suggestions for change.

Teamwork:

Consistently acknowledges and appreciates each team member's contributions.
Effectively utilizes each team member to his/her fullest potential.
Motivates team to work together in the most efficient manner.
Keeps track of lessons learned and shares those lessons with team members.

Client Management:

Manages day-to-day client interaction.
Sets and manages client expectations.
Develops lasting relationships with client personnel that foster client ties.
Communicates effectively with clients to identify needs and evaluate alternative business solutions.
Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
Builds a knowledge base of each client's business, organization and objectives.

Internal Operations:

Suggests areas for improvement in internal processes along with possible solutions.
Leads internal teams/task forces
Complies with and helps to enforce standard policies and procedures.

Please submit your CV in English! Thank you!

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