Program Manager

Highbrow Technology Inc · Bengaluru, India

We are seeking an experienced Program Manager to oversee ERP program governance, manage critical incidents, drive issue resolution, and provide executive-level communication across complex enterprise environments. The ideal candidate will have strong experience in SAP and Oracle ERP applications, stakeholder management, escalation handling, and operational governance.

Key Responsibilities :

• Manage end-to-end program governance for ERP initiatives and operational support engagements.
• Act as the primary point of contact for major incidents, critical issues, and escalations.
• Proactively identify, track, and resolve program risks, issues, and dependencies.
• Communicate incident impact, status, mitigation plans, and resolutions to senior leadership and executive stakeholders.
• Drive cross-functional collaboration among business, application, infrastructure, and support teams to ensure timely issue resolution.
• Establish and govern escalation management processes and service delivery standards.
• Monitor program health through KPIs, SLAs, governance reviews, and performance dashboards.
• Lead executive governance meetings, steering committees, and status review forums.
• Ensure adherence to compliance, audit, security, and organizational policies.
• Coordinate with SAP and Oracle ERP support teams to manage business-critical incidents and service improvements.
• Drive continuous improvement initiatives to enhance operational efficiency and service quality.

Required Qualifications :

• Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
• 12+ years of overall IT experience with 5+ years in Program Management or Governance roles.
• Strong experience managing large-scale ERP landscapes, including SAP and Oracle applications.
• Proven experience in incident management, problem management, and escalation handling.
• Experience communicating with senior leadership and executive stakeholders.
• Strong understanding of ITIL processes, service management, and governance frameworks.

Key Skills :

• Program Management
• Executive Stakeholder Management
• Incident & Problem Management
• Escalation Management
• SAP ERP Applications
• Oracle ERP Applications
• Governance & Compliance
• Risk Management
• Service Delivery Management
• ITIL Framework
• Leadership & Communication
• Cross-functional Team Management
• Preferred Certifications
• PMP / PgMP
• ITIL Foundation or ITIL Managing Professional
• SAP or Oracle ERP certifications (preferred)

Experience :

• 12-15+ years of IT experience
• Experience managing ERP programs, incidents, escalations, and executive communications in SAP and Oracle environments
• Key Success Factors
• Strong executive presence and communication skills.
• Ability to handle high-severity incidents and critical escalations with confidence.
• Proven track record of driving resolution across multiple teams and stakeholders.
• Deep understanding of ERP operations, governance, report, dashboards and service delivery excellence.