Continual Service Improvement Engineer

Job title: Continual Service Improvement Engineer

Company: Oracle


Job description: Job Category: Information TechnologyJob Description:The global Continual Service Improvement (CSI) team has members in Austin, Texas; 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.
The team supports a culture of cross-functional collaboration and continuous improvement throughout Oracle NetSuite operations. They serve as the first point of contact for issues that impact our customer-facing production environment. The team’s primary 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 engineer, you will work directly with NetSuite teams and regional Event Managers to record and update all information on issues managed under the CSI Process.
The CSI process is ITIL and quality management based, and drives change through learning. It aims to continually improve the effectiveness and efficiency of SaaS service delivery, in line with the concept of continual improvement adopted in ISO 20000.Responsibilities: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

Ideal experience:

• Hands-on experience in Excel/SQL/Python
• Understanding of any web applications
• ITIL, Six Sigma, Black Belt nice to have
• Incident management or Problem management nice to have
• Technical acumen, creativity, interpersonal skills, and emotional intelligence
• Solid project management skills – the ability to multi-task, excellent time management, organization, and prioritization skills with the ability to manage and meet tight
• EU visa mandatory
• onsite at the the Brno office

Qualifications:Career Level – IC3About Us:As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing or by calling +1 888 404 2494 in the United States.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.

Expected salary:

Location: Brno, Jihomoravský

Job date: Fri, 06 Jun 2025 03:29:34 GMT

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