Oracle Retail - Program Manager

Role - Oracle Retail Program Manager

Location - Remote (India)

Samay Consulting is hiring an Oracle Retail Program Manager to lead a large Application Managed Services engagement for a major North American retailer. You will own delivery across support squads and a team spread across the US, Brazil, and India, supporting the client's Oracle Retail merchandising and inventory ecosystem. This is a delivery program manager role rather than a hands-on technical one.

What you will do

• Own delivery across all four squads covering merchandising foundation, inventory integrations, stock ledger, store inventory management, invoice matching and allocation. Coordinate daily with squad leads so nothing falls between application boundaries.
• Act as the program level escalation point for priority incidents and anything requiring cross-squad resolution, working directly with the client Engineering Manager.
• Keep incident management tight. Fast triage, unambiguous ownership, SLA adherence on mitigation and RCA, and permanent fixes for recurring issues rather than repeat workarounds.
• Own weekly and monthly stakeholder reporting across incident volume trends, MTTD and MTTR by priority, aging incidents, closure rates, runbook coverage and proactive detection.
• Build and groom the support and enhancement backlog, and work with the client Product Owner and Engineering Manager on prioritization against real team capacity.
• Run coverage and on-call across three time zones, including the PagerDuty schedule, regional holiday calendars and daily handoffs between nearshore and offshore teams.
• Plan support for peak retail events, month-end and year-end close, patching windows, change advisory board and annual audit support.

What you bring

• Ten or more years in IT, including five or more in program, delivery or engagement management.
• Hands-on experience running Oracle Retail ERP or a similar ERP (Knowledge of Retail Operations is a must)
• A track record owning an application managed services or production support engagement against real service level commitments.
• Strong ITIL and ITSM discipline, with ServiceNow and PagerDuty in daily use.
• Experience leading distributed teams across multiple regions and time zones.
• Clear, concise written English and the presence to hold your own with senior client stakeholders.

Nice to have

Oracle Retail cloud services experience, retail peak season exposure, regulatory audit support, PMP, ITIL or Scrum certification, and experience introducing automation into a support operation.

Minimum three hours of daily overlap with US Pacific business hours, with availability for priority incident escalation outside those hours.