• Cloud Service Improvement Engineer Jobs in United States Of America

  • United States Of America, Usa

Job Description:

Cloud Service Improvement Engineer - 190012AP No Visa Sponsorship is available for this position

Preferred Qualifications

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 teams 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

As a CSI you will also work directly with regional Event Managers and the Global Service Improvement organization to record and update all information on issues that are being managed under the Continual Service Improvement (CSI) Process CSI is an ITIL-based process that uses methods from quality management in order to learn from past successes and failures Our program aims to continually improve the effectiveness and efficiency of SaaS service delivery, in line with the concept of continual improvement adopted in ISO 20000

CSI is global with members in Austin, TX; Brno, Czech Republic; and Sydney, Australia Despite the distance, the team is a close-knit and collaborative group Each member brings a unique skillset to create a robust and knowledgeable team What will you bring to the table


Own all internal and public communication regarding customer-facing alerts and escalations in production environment

Own all alerts and escalations in development environment

First line of internal communication for ongoing events

Conduct timely, in geo postmortems for all events that impact customers

Use CSI toolset to summarize, understand, and escalate customer-impacting issues

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

Interface with Customer Support and other internal teams on customer-facing issues

Manage projects addressing long term, permanent resolutions for major issues


Excellent written and verbal communication, conflict resolution, and meeting management

Experience with Unix or Linux

BS in Computer Science or related field

Scripting experience in Bash, Perl, Python, or similar

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

Preferred Qualifications

Data Center and Networking experience

Database knowledge (Oracle, NoSQL such as Cassandra and Redis)

Data analyses experience (Excel, ELK/Kibana, Splunk)

Confluence, JIRA, Gliffy, Visio, PowerPoint

3-4 years experience working in a large-scale production operations environment providing mission critical services to customers

Technical Project Team/Management experience PMP is a plus

Detailed Description and Job Requirements

Define, design, and implement network communications and solutions within a fast-paced, leading edge database/applications company

Perform performance trend analysis and manage the server/network capacity Propose client configuration and implement technical solutions to enhance and/or troubleshoot the system Work with others to define, coordinate vendor purchase needs Responsible for support documentation as well

Job duties are varied and complex utilizing independent judgment May have project lead role 5 years of related experience in a medium to large network distributed and computing environment BS in Computer Science or related field

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

Job Information Technology

Travel Yes, 25 PERCENT of the Time

Location US-TX,Texas-Austin

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

Company Profile:


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