Senior Technical Problem Solver
1 week ago
We are currently seeking a skilled technical professional to join our Web Experience Infrastructure team as a Senior Technical Problem Solver. This role is responsible for identifying, analyzing, and resolving complex technical issues to minimize the impact of recurring incidents and prevent future occurrences through proactive problem management.
Key Responsibilities:- Take ownership of Major Incident & Problem Management, ensuring compliance and resolving recurring issues.
- Develop and implement effective solutions and preventive measures tailored to the Web Experience Infrastructure.
- Analyze incident trends, identify root causes, and facilitate problem review meetings for corrective actions.
- Establish key performance indicators (KPIs) to measure problem management effectiveness.
- Collaborate with DEV and QA teams to provide recommendations for system and process improvements.
- Flag critical incidents, involve stakeholders for expedited resolution, and confirm user satisfaction post-resolution.
- Manage problem tickets, update documentation, and prioritize categorization for efficient resolution.
- Follow up with Level 2/3 support to ensure Root Cause Analysis (RCA) completion and conduct reviews.
- Generate reports on incidents, major incidents, and problem tickets.
- Bachelor's degree in computer science, information technology, or a related field.
- 5+ years of proven experience in problem management within an IT environment, particularly in Web Experience Infrastructure.
- Strong analytical and problem-solving skills with attention to detail.
- Proficiency in data analysis and root cause analysis methodologies.
- Excellent communication and interpersonal skills for effective collaboration.
- Knowledge of IT service management (ITSM) frameworks like ITIL.
- Experience with incident management, DevOps Tools (e.g., Splunk, Sumo, Rundeck, Akamai), and ticketing systems (e.g., ServiceNow, Jira).
- Familiarity with web technologies, infrastructure components, and cloud platforms, including Azure, AWS, and GCP.
- Ability to work well under pressure and prioritize tasks in a fast-paced environment.
- Certification in problem management is advantageous.
- A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
- Opportunities for career growth and professional development.
- A dynamic and inclusive work environment that values diversity and employee well-being.
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