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Senior Program Manager-proddev

hace 3 meses

Zapopan, Jalisco, México Oracle A tiempo completo

Descripción


El equipo de mejora continua del servicio (CSI) es un equipo global creado para promover una cultura de colaboración multifuncional y mejora continua en todas las operaciones de NetSuite.

Sirven como el primer punto de contacto para todos los problemas que han afectado nuestro entorno de producción orientado al cliente.

La principal responsabilidad del equipo es evitar que esos problemas se repitan utilizando los recursos disponibles para identificar, resolver o escalar los problemas a la persona o equipo apropiado.


Responsabilidades

  • Poseer todas las comunicaciones internas y públicas con respecto a las alertas y escalaciones orientadas al cliente en el entorno de producción.
  • Use el conjunto de herramientas de CSI para resumir, comprender y escalar los problemas que afectan al cliente
  • Realice autopsias ingeo oportunas para todos los eventos que afectan a los clientes
  • Auditar eventos pasados para determinar el verdadero impacto en el cliente
  • Ayudar a identificar áreas de mejora en procesos, procedimientos, seguimiento, etc. entre todos los equipos de Operaciones
  • Trabajar en estrecha colaboración con los ingenieros de desarrollo que construyen el producto.
  • Establecer una relación con todos los equipos y gerentes de operaciones.
  • Familiarícese con las soluciones de NetSuite y las necesidades de los clientes
  • Gestionar proyectos que aborden resoluciones permanentes a largo plazo para problemas importantes
  • Mantener y agregar a la documentación del equipo.

Cualificaciones generales

  • Experiência en la conducción o gestión de un proyecto o iniciativa
  • Habilidades para solucionar problemas
  • Motivada para trabajar con rapidez y precisión bajo presión en situaciones de tiempo crítico
  • Un(a) empreendedor(a) que se enorgullece de la propiedad del trabajo y constantemente crea formas innovadoras para mejorar la eficiencia y la eficacia.

Cualquier combinación de 3 o más de las siguientes calificaciones preferidas

  • Experiência en roles de gestión de incidentes y/o problemas.
  • Experiência en mejora continua/mejora continua de procesos
  • Experiência con análisis e investigación de causa raíz.
  • Análisis de datos y herramientas relacionadas (Kibana, OpenSearch, Splunk o similares)
  • Experiência en roles y proyectos de software o TI.
  • Conocimiento de los sistemas operativos Linux; Administración de sistemas, bases de datos y/o redes
  • Gestión Técnica de Proyectos; Certificación PMP (Project Management Professional)
  • Productos de Atlassian (Confluence y/o JIRA)
  • Desarrollo de scripts (Python, SQL, Bash)