NetSuite · 2 months ago
Technical Program Manager - Incident and Change Management
United States
Full-time
Remote
Mid, Senior Level
$106K/yr - $223K/yr
6+ years expNetSuite is a leader in cloud solutions and is seeking a Technical Program Manager to lead integrated change governance and incident response for GPS technologies and operations. The role involves balancing crisis leadership with disciplined governance to ensure the safety and privacy of security systems across Oracle's operations.
Cloud ComputingComputerCRMiOSSaaSSoftware
No H1B
Responsibilities
Lead incident triage, severity assignment, war-room facilitation, and time-boxed decision making; coordinate workarounds/rollbacks and guide post-incident reviews with clear actions and owners
Manage the end-to-end change lifecycle: RFC quality checks, risk assessments, scheduling, validation, and enforcement of change freezes/blackouts for high-risk periods
Provide clear, concise updates to executives, operations teams, and engineers; establish and maintain a single source of truth for status, timelines, and next steps
Apply risk-based decisioning tailored to business impact, asset criticality, exposure, and blast radius
Maintain audit-ready evidence and artifacts (incident timelines, approvals, tickets, test results, and exceptions)
Embed incident-readiness and change-governance requirements into site builds, data center expansions, retrofits, and technology upgrades for access control, VMS, SOC platforms, and security networks
Champion pre-change testing strategies (lab validation, canary/gradual rollouts, rollback plans)
Coordinate cross-functional readiness (runbooks, spares, monitoring, alerting, on-call coverage) prior to go-live
Operate within Oracle policies and align to frameworks such as ISO 27001/22301 and NIST; ensure segregation of duties, approvals, and traceability
Define severity, priority, and risk criteria; manage change and emergency change processes; document exceptions and risk acceptances
Partner with Legal/Privacy to ensure changes and incident handling respect privacy-by-design principles for video, access logs, and visitor data
Standardize incident runbooks and communications templates; automate approvals for low-risk standard changes to reduce toil and cycle time
Build dashboards and metrics to spot trends, bottlenecks, and systemic risks; drive corrective actions and problem management
Coach regional teams in mode-switching between crisis response and governance discipline; support knowledge base and SOP development
Assess and tune ITSM, monitoring/observability, on-call/paging, and collaboration tools for reliability, signal quality, and secure data handling
Evaluate integrations and automations (APIs, webhooks) that streamline RFC intake, risk scoring, owner routing, and verification
Ensure telemetry and logging support rapid incident detection and post-incident analysis while meeting privacy and retention requirements
When recommending third-party tools, verify alignment with Oracle’s security, privacy, and procurement guidelines
Influence without authority across GPS, OCI, Data Center Engineering, Regional Security Operations, IT/Network, vendors/integrators, and compliance teams
Facilitate clear decision-making among diverse stakeholders; escalate effectively and ensure roles and responsibilities are understood
Communicate status and risk in business terms to leadership and operational teams
Qualification
Required
5+ years in change, incident, or service management roles within large, complex, or 24x7 environments
Solid grasp of infrastructure, networks, operating systems, cloud (IaaS/PaaS/SaaS), containers/K8s, and application stacks sufficient to challenge plans and validate risk
Demonstrated experience running war rooms, conducting post-incident reviews, and managing change processes
Proven ability to apply risk-based decisioning and tailor responses to business impact and criticality
Strong written and verbal communication; executive-ready status reporting and stakeholder management
Experience with ITSM platforms, monitoring/observability, and on-call/paging tools; evidence and audit discipline
Preferred
Certifications: ITIL, PMP, CISM, or equivalent
Experience in physical security ecosystems (access control, VMS, SOC platforms, badge/visitor systems) and converged cyber-physical environments
Background in problem management, resilience engineering, and business continuity
Familiarity with change risk models, error budgets/SLOs, and automated change gating
Benefits
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
Company
NetSuite
NetSuite is cloud computing company dedicated to delivering business applications over the internet.
Founded in 1998Redwood Shores, California, USA
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$157.79MKey Investors
Meritech Capital PartnersTako VenturesStarVest Partners
2016-07-28Acquired
2007-12-20IPO
2007-02-05Secondary Market· $17.87M
Leadership Team
Brian Chess
SVP Technology and AI
E
Eli Johnson
Vice President, Global Sales Productivity
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