Problem Manager
- Employer
- Kyriba
- Location
- Minnesota
- Salary
- Competitive
View more
- Industry
- Technology
- Role
- Manager
- Job Type
- Long-Term
- Hours
- Full Time
Reporting to the SVP Scalability and Reliability, you will join a transversal team cross Engineering, Product & Operation responsible for the global reliability of Kyriba's platforms. You will be responsible, in accordance with ITIL best practices, for driving the efficiency and effectiveness of the Problem management process. The successful candidate will be able to ensure that the underlying cause of incidents is addressed and to drive operational stability.
Essential Duties and Responsibilities
End-to-End Management of high and critical severity Problems reported from the point of initiation to the point of resolution
Provide a single point of contact for one or more problems and be responsible for ownership and coordination of actions of those problems
Follow-up all outstanding issues until they are resolved and ensure they don't repeat
Driving, developing, managing, and maintaining the Problem Management process and associated procedures.
Identify and drive corrective and preventive actions for the DevOps, infrastructure and engineering teams
Perform investigative analysis and reporting on re-occurring incidents
Coordinate Root Cause Analysis across multiple teams
Provide metrics and trending analysis to identify the major drivers of incidents
Perform post-mortems for critical and high priority incidents with a focus on process improvement as well as technical resolution
Ensure Problem Management KPI/SLA is reviewed at the agreed frequency and analyze/review for improvement
Experience and skills
Bachelors degree
5 - 10 years of experience in a related or similar position
English fluency is required, both in written and oral form. Fluency in French is a plus.
ITIL Certification is a plus
Experience of working in a highly technical environment, with the ability to drive investigations with technical and non-technical teams
Fair understanding of datacenters, cloud platforms, software deployments, monitoring tools, and databases
Strong ability to communicate efficiently and effectively with different teams, from Engineers to Support and Management with the ability to communicate technical issues to non-technical teams
Regularly multi-task and manage multiple cases at a time throughout the day
Experience with specific project management tools (Jira, Confluence, Bitbucket)
Exposure to large teams (15+)
Incredibly organized and self-managed
Ability to navigate with ease through several functional teams
Presentation and communication ability
Excellent communication skills
Creative and analytical approach to problem-solving
Experience in Java, Python, Linux bash tooling set is a plus
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