- Produce internal and public communications regarding customer-facing issues and escalations in the production environment
- Monitor and respond to all alerts and escalations in development environments
- Conduct timely retrospectives and postmortems for events that impact customers
- Use the CSI toolset to summarize, understand, and escalate customer-impacting issues
- Audit past events to determine true customer impact and financial liability
- Continuously develop your knowledge, skills, and abilities in the area of Oracle Cloud Infrastructure
- Work closely with development engineers who build the product
- Establish positive working relationships with technical teams and managers
- Gain familiarity with NetSuite solutions and customer needs
- Interface with Customer Support and other internal teams on customer-facing issues
- Drive continuous improvement initiatives
- Networking basics including hardware, software, protocols, and terminology
- Excel/SQL/Python
- Oracle Cloud Infrastructure
- PRINCE2 Project Management
- Proficiency in English
- Strong negotiation and communication skills
- Intermediate level of proficiency in MS Word, Excel, and PowerPoint
NetSuite Cloud Ops - North Ryde, Australia - Oracle
Description
CSI is an ITIL-based process that uses methods from quality management to drive institutional learning from past successes and failures. We aim to continually improve the effectiveness and efficiency of SaaS service delivery, in line with the concept of continual improvement adopted in ISO CSI has teams around the world to ensure 24/7 continuity. Members are located across North America, Europe, and the Asia-Pacific. Despite the distance, the team is a close-knit and collaborative group. Each member brings a unique skill set to create a robust and knowledgeable team.
The ideal candidate for this position is self-confident and enjoys interacting with others. They are comfortable addressing challenging situations even when differing opinions are expressed. They can calmly guide discussions, regardless of the urgency or severity of the problems faced by the organization. They can manage stakeholders at all organizational levels with dignity and respect while maintaining the ability to move the discussion forward.
As a CSI engineer, you will coordinate and report on cloud event responses, monitor improvement initiatives globally, and calculate financial liabilities associated with the NetSuite Service Level Commitment to our customers.
Career Level - IC3
Responsibilities:
Requirements:
A basic understanding of the following areas is desirable.
The following skills and abilities are required: