Job 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 20000. 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

Responsibilities:

• 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

Requirements:

A basic understanding of the following areas is desirable.

• Networking basics including hardware, software, protocols, and terminology

• Excel/SQL/Python

• Oracle Cloud Infrastructure

• PRINCE2 Project Management

The following skills and abilities are required:

• Proficiency in English

• Strong negotiation and communication skills

• Intermediate level of proficiency in MS Word, Excel, and PowerPoint

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer