Global Service Improvement

hace 2 semanas

Zapopan, México Oracle A tiempo completo

We look for the type of person who can’t walk past a problem. When you find a bug or a recurring inefficiency, does it become your mission to ensure it won’t live to inconvenience another person? If you are nodding your head, this is the job for youAt NES (NetSuite Engineered Support), we work across departments with individuals ranging from Database Engineers to Senior Directors of Engineering and one of our primary purposes is to suss out recurring issues under the Continual Service Improvement (CSI) process. This program serves Oracle at large by continually improving the effectiveness and efficiency of SaaS service delivery.In this role, you’ll encounter multifaceted duties and responsibilities ranging from internal team-facing non-technical communication to technical problem-solving and trend mapping. We love people who can come into the team and point out things we haven’t considered, who are independent, proactive problem-solvers but still thrive in team environments.**Some of what we do**:- Own communication regarding critical issues in production environments- Use our toolset to summarize, understand, call out, and learn from issues (some of the tools we use include Jira, ELK, Splunk, Confluence, Slack, Python scripting, and Excel)- Conduct timely meetings and audits on events impacting our internal teams- Identify areas for improvement in processes, procedures, monitoring, etc. among operational teams- Work closely with engineers building the product to mitigate future or recurring issues- Manage projects addressing moves to new technologies and report on progress- Maintain and add to team documentation**What we love to see**:- Excellent written and verbal communication, conflict resolution, and meeting management- Excellent troubleshooting skills- Motivation to work quickly and accurately under pressure- Data analysis experience with Excel, SQL, Python, ELK/Kibana, and/or Splunk- Experience with databases, and/or Cloud Computing/OCI**What we like to see**:- Experience with software engineering, data centers, and/or networking- Database knowledge (SQL, Oracle, NoSQL such as Cassandra or Redis)- Scripting experience in Bash, Perl, Python, Ruby, or similar- 3-4 years’ experience working in large-scale production ops environments providing mission critical services to customers (we’ve held titles such as Site Reliability Engineer, Service Delivery Engineer, Technical Support, Program Analyst, and many others)- Experience in data and/or problem management roles- Familiarity with service improvement methodologies like Agile, Six Sigma, or ITILOur group is global with members in USA; Czech Republic; and 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?

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