Program Manager 3-Proddev

The Continual Service Improvement (CSI) team is a global team created to promote a culture of cross-functional collaboration and continuous improvement throughout NetSuite operations. They serve as the first point of contact for all issues that have impacted our customer-facing production environment. The team's foremost responsibility is to keep those issues from recurring using the resources available to identify, resolve, or escalate issues to the appropriate person or team.
- Own all internal and public communication regarding customer-facing alerts and escalations in production environment
- Use CSI toolset to summarize, understand, and escalate customer-impacting issues
- Conduct timely, in-geo postmortems for all events that impact customers
- 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
- Manage projects addressing long term, permanent resolutions for major issues
- Maintain and add to team documentation