Global Service Improvement

Global Service Improvement - NES Engineer-22000DT1**Applicants are required to read, write, and speak the following languages***: English**Preferred Qualifications**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?**Detailed Description and Job Requirements**Solve complex problems related to infrastructure cloud services and build automation to prevent problem recurrence. Design, write, and deploy software to improve the availability, scalability, and efficiency of Oracle products and services. Design and develop designs, architectures, standards, and methods for large-scale distributed systems. Facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning.Work with Site Reliability Engineering (SRE) team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioral characteristics of production services. Responsible for the design and delivery of the mission critical stack, with focus on security, resiliency, scale, and performance. Authority for end-to-end performance and operability. Partner with development teams in defining and implementing improvements in service architecture. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as ultimate escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Utilize a deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations. Understand and explain the affect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies.A BS or MS in Computer Science