Job Description

The Continual Service Improvement (CSI) team is a global team created to promote a culture of cross-functional collaboration and continuous improvement throughout NetSuite operations. They serve as the first point of contact for all issues that have impacted our customer-facing production environment. The team's foremost responsibility is to keep those issues from recurring using the resources available to identify, resolve, or escalate issues to the appropriate person or team.

Responsibilities:

• Own all internal and public communication regarding customer-facing alerts and escalations in production environment
• Use CSI toolset to summarize, understand, and escalate customer-impacting issues
• Conduct timely, in-geo postmortems for all events that impact customers
• Audit past events to determine true customer impact
• Help identify areas for improvement in processes, procedures, monitoring, etc. among all Operations teams
• Work closely with development engineers who build the product
• Establish rapport with all Operations teams and managers
• Gain familiarity with NetSuite solutions and customer needs
• Manage projects addressing long term, permanent resolutions for major issues
• Maintain and add to team documentation.

General Qualifications

• Excellent written and verbal communication; conflict resolution; meeting management
• Experience in driving or managing a project or initiative
• Excellent troubleshooting skills
• Motivated to work quickly and accurately under pressure in time-critical situations
• A self-starter who takes pride in job ownership and consistently creates innovative ways to improve efficiency and effectiveness

Any combination of 3 or more of the following preferred qualifications:

• Experience in incident and/or problem management roles
• Experience in continuous improvement/continuous process improvement
• Experience with root cause analyses and investigation
• Data Analysis and related tools (Kibana, OpenSearch, Splunk, or similar)
• Experience in software or IT roles and projects
• Knowledge of Linux Operating Systems; System, Database, and/or Network Administration
• Technical Project Management; PMP (Project Management Professional) Certification
• Atlassian products (Confluence and/or JIRA)
• Microsoft Office (Excel, PowerPoint)
• Script Development (Python, SQL, Bash)

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer