Program Manager- Oracle Implementation Support​/Managed Services

CEdge has an opportunity for a Program Manager
- Oracle Implementation Support/Managed Services
, located in Saint Louis MO.

The Program Manager will lead the day‑to‑day coordination, governance, and continuous improvement of Oracle post‑implementation support delivered through an Application Managed Services model. This role will act as the operational bridge between business stakeholders, IT leadership, Oracle functional teams, technical teams, AMS partners, and service management teams to ensure stable operations, timely issue resolution, effective change management, and measurable business value from Oracle platforms.

The Program Manager will be responsible for organizing, managing, and improving Oracle support operations after implementation. This includes oversight of incidents, service requests, enhancements, defects, integrations, reporting needs, release planning, environment coordination, vendor performance, and business communications.

The ideal candidate will have strong experience managing ERP support operations, preferably Oracle Cloud ERP, Oracle EBS, Oracle Fusion, SCM, Finance, Manufacturing, HCM, or related Oracle platforms. They should understand how to run support through an AMS model, including SLAs, ticket triage, escalation paths, governance meetings, continuous improvement, and vendor accountability.

Own and manage the Oracle post‑go‑live support operating model across business, IT, and AMS partner teams.

Responsibilities include:

• Establishing and maintaining support governance, cadence, roles, responsibilities, and escalation paths.
• Running daily, weekly, and monthly AMS governance meetings.
• Managing AMS partner performance against agreed service levels.
• Ensuring clear ownership across Level 1, Level 2, Level 3, business super users, internal IT, and vendor teams.
• Maintaining a structured intake and prioritization process for incidents, service requests, enhancements, and defects.
• Driving operational discipline around ticket aging, backlog, root cause analysis, and SLA adherence.

Coordinate daily Oracle support activities to ensure business continuity and rapid resolution of operational issues.

Responsibilities include:

• Monitoring open incidents, defects, enhancement requests, and production support tickets.
• Facilitating daily triage calls for high‑priority issues.
• Coordinating issue resolution across Oracle functional, technical, integration, reporting, infrastructure, and security teams.
• Ensuring business‑critical processes such as order‑to‑cash, procure‑to‑pay, record‑to‑report, plan‑to‑produce, inventory, manufacturing, and financial close are supported effectively.
• Managing production support during month‑end, quarter‑end, year‑end, and other critical business cycles.
• Ensuring knowledge articles, SOPs, and support documentation are maintained.

Act as the primary coordination point between business users, IT, and the AMS provider.

Responsibilities include:

• Building strong relationships with business process owners, super users, IT leaders, and AMS teams.
• Communicating ticket status, issue trends, risks, and support performance clearly to stakeholders.
• Translating business priorities into actionable support work streams.
• Managing expectations on delivery timelines, prioritization, and support capacity.
• Coordinating business validation, user acceptance, regression testing, and deployment approvals.
• Ensuring business users receive timely updates on incidents, enhancements, and planned releases.

Lead structured resolution of incidents and recurring issues.

Responsibilities include:

• Managing severity‑based escalation processes.
• Coordinating major incident response for high‑impact Oracle issues.
• Driving root cause analysis for recurring or critical incidents.
• Ensuring corrective and preventive actions are documented and tracked.
• Monitoring ticket aging and pushing teams toward timely closure.
• Escalating vendor, resource, or business dependency issues when required.
• Ensuring…