Continual Service Improvement (CSI)

 

Job description

 

Seniority Level

    Junior – Mid-level

Industry

    Computer Software

Employment Type

    Full-time

Job Functions

    Information Technology

 

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.

 

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?

 

Responsibilities:

    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

 

Qualifications:

    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

Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure.

As a member of the IT organization, assist with the analyze of existing complex programs and formulate logic for new complex internal systems. Prepare flowcharting, perform coding, and test/debug programs. Develop conversion and system implementation plans. Recommend changes to development, maintenance, and system standards.

Job duties are varied and complex utilizing independent judgment. May have project lead role. BS or equivalent experience in programming on enterprise or department servers or systems.