Program Manager – Oracle Post-Implementation Support​/Applicat Security Clearance

Role

Purpose:

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.

Position Summary:

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.
• Establish and maintain support governance, cadence, roles, responsibilities, and escalation paths.
• Run daily, weekly, and monthly AMS governance meetings.
• Manage AMS partner performance against agreed service levels.
• Ensure clear ownership across Level 1, Level 2, Level 3, business super users, internal IT, and vendor teams.
• Maintain a structured intake and prioritization process for incidents, service requests, enhancements, and defects.
• Drive 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.
• Monitor open incidents, defects, enhancement requests, and production support tickets.
• Facilitate daily triage calls for high-priority issues.
• Coordinate issue resolution across Oracle functional, technical, integration, reporting, infrastructure, and security teams.
• Ensure 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.
• Manage production support during month-end, quarter-end, year-end, and other critical business cycles.
• Ensure knowledge articles, SOPs, and support documentation are maintained.

• Act as the primary coordination point between business users, IT, and the AMS provider.
• Build strong relationships with business process owners, super users, IT leaders, and AMS teams.
• Communicate ticket status, issue trends, risks, and support performance clearly to stakeholders.
• Translate business priorities into actionable support work streams.
• Manage expectations on delivery timelines, prioritization, and support capacity.
• Coordinate business validation, user acceptance, regression testing, and deployment approvals.
• Ensure business users receive timely updates on incidents, enhancements, and planned releases.

• Lead structured resolution of incidents and recurring issues.
• Manage severity-based escalation processes.
• Coordinate major incident response for high-impact Oracle issues.
• Drive root cause analysis for recurring or critical incidents.
• Ensure corrective and preventive actions are documented and tracked.
• Monitor ticket aging and push teams toward timely closure.
• Escalate vendor, resource, or business dependency issues when required.
• Ensure communication plans are in place for high-severity incidents.

• Manage the intake, prioritization, and delivery of Oracle enhancements and minor change requests.
• Maintain an enhancement backlog.
• Facilitate prioritization discussions with business and IT leadership.
• Coordinate estimates, impact assessments, approvals, development, testing, and deployment.
• Ensure changes follow IT change management and release management processes.
• Coordinate Oracle quarterly updates, patches, regression testing, and release readiness.
• Manage release calendars and deployment communications.
• Ensure proper documentation, training, and knowledge transfer for delivered changes.

• Develop metrics and insights to improve Oracle support operations.
• Create dashboards for ticket volumes, SLA performance, backlog, aging, defect trends, enhancement throughput, and recurring issues.
• Report AMS performance to IT and business leadership.
• Identify opportunities for process automation, self-service, knowledge management, and support optimization.
• Drive continuous improvement initiatives to…