EDB COE Technical Program Manager (TPM)

 

Services Overview

The EDB Technical Program Manager (TPM) is a dedicated, strategic engagement designed to establish and manage your Postgres Center of Excellence (CoE). The TPM serves as the primary orchestration engine for your database modernization initiatives, working seamlessly with your leadership to coordinate resources, plan capacity, and ensure that your EDB Postgres strategy aligns with broader business outcomes.

 

Scope of Services

Rather than focusing on a single project deliverable, the TPM governs the overarching lifecycle of your database estate across the Postgres lifecycle. By coordinating internal teams and external EDB experts, the TPM ensures that outcomes are delivered efficiently and technical debt is minimized.

The TPM will be available to the customer for 240 Working Days across a 1 year Calendar Term. 

Core Competencies & Activities:

  • Service Delivery & Strategic Planning
    • Responsible for preparing, maintaining, and providing quarterly progress reports on the Service Delivery Plan.
    • Conduct quarterly service delivery plan reviews to ensure alignment with the customer’s evolving technical requirements.
    • Interface with various departments to manage logistics, such as access and meeting schedules for proactive and reactive services.
  • Escalation & Incident Advocacy
    • Review all EDB Support Services activity, next steps, and priority alignment.
    • Manage and monitor major escalations both in terms of incidents and services to minimize impact on business operations.
      • Facilitate all communications between EDB backend teams and the Customer’s designated contacts.
    • Document and maintain contact details for management escalation teams and Oracle’s internal escalation procedures.
  • Implementation Tracking & Governance
    • Track the status of performance review recommendations and notify the Customer of implementation progress at defined intervals.
    • Submit consolidated status reports to the executive leadership of Customer
    • Document any recommendations not implemented by the Bank, ensuring the reasons provided are accepted by the Customer’s leadership.
  • Performance Management
    • Lead Quarterly business  review (QBR) meetings with the Customer leadership to discuss EDB performance and address any service gaps.
  • Risk & Change Coordination
    • Ensure the Customer provides minimum defined notice for planned changes as well as emergency changes to software or systems.
    • Assist the onsite team in reviewing "Plans of Action" (PoA) to ensure recommendations follow EDB’s recommended best practices.
    • Ensure that Root Cause Analysis (RCA) documents for Severity 1 incidents are submitted within the target business days from resolution.

Scope Exclusions:

  • Direct Production Access: SAs do not directly touch production data or execute changes on production systems; they provide advisory support for customer staff to execute.
  • Non-Standard Hours: Work is performed during a standard working day. Work on non-working days, outside of the agreed shift (nights, weekends, and on-call rotations) are excluded.
  • Non-EDB Software: Services are limited to EDB-supported software; third-party tooling is out of scope.

 

Key Deliverables

While the SA acts as a staff augmentation resource, the engagement includes formal deliverables to ensure value tracking and governance.

  • Weekly Status Reports and Planning: Status of major projects and incidents along with suggested recommendations. This 
  • Proactive Initiative: Progress on identified areas of improvement in Postgres technology, process and people. 

 

Roles & Responsibilities

EDB Responsibilities

  • Technical Program Manager: Responsible for service delivery, strategic planning, incident advocacy, implementation tracking, performance management, and risk and change coordination between EDB and the customer.
  • Equipment: EDB provides the TPM’s primary laptop (unless Customer policy requires a Customer-issued device).

Customer Responsibilities

  • Direction & Prioritization: Designate a point of contact to work directly with the TPM to coordinate daily priorities and tasks. The customer is responsible for defining tasks and activities.
  • Quarterly Review: Plan a quarterly review with the SA to understand and review objectives, progress, priority and next steps. 
  • Team Collaboration: Assign internal Postgres DBAs and senior leaders  to collaborate with and execute recommendations provided by the RE.
  • Logistics (if Onsite): Provide dedicated workspace, internet access, and necessary building badges within seven calendar days of reporting at site.
  • Software Licensing: Acquire proper subscriptions for all EDB and third-party software required for the engagement.
  • Quarterly review: Customer & EDB to have a quarterly review on the work delivered to date & share future plan.

 

Assumptions

  • Working Day: Based on 8 hours per day, Monday–Friday (or local work week), excluding local public holidays.The 8 Hour window should be a fixed slot between 9AM to 8PM based on customer requirement. 
  • Out of Hours: Any work outside the fixed 8 hour slot will draw down against the available working days at 1.5x rate.  
  • Background Verification:  EDB undertakes background verification by a global agency. Any additional background check by other agencies will have to be undertaken by customers at their cost.
  • Transition: In case of exit of Solution Architect, EDB will arrange for replacement. The overlap of handover will be for a maximum of one month.
  • Leave Policy (Long-Term): The SA may take up to 4 weeks (20 days) of Annual Leave per year. EDB does not backfill during this planned leave.
  • Continuity: Phases are designed to run on contiguous days. Pauses or schedule delays caused by the Customer will result in scope changes or additional fees.
  • Language: All communications and deliverables will be in English
  • Travel & Expenses: Additional Travel & Living (T&L) expenses, beyond the primary agreed work location are excluded from the offering, and are invoiced separately on a monthly basis unless otherwise specified.

 

Prerequisites

To ensure the engagement starts on time, the following must be ready by Day 1:

  • Named Point of Contact: A primary contact with authority to prioritize work is identified.
  • System Access: Remote network access (VPN), screen sharing capability, or physical access badges are provisioned.
  • Onboarding: Any mandatory customer-specific onboarding or security training is completed.
  • Work Space: Customer will ensure the resource has a suitable, dedicated workspace and WiFi/network access upon arrival to the working premises. 

  • Environment Readiness: The non-production and production environments are accessible for analysis (via screen share or direct view).