Problem Manager

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn't changed — we're here to stop breaches, and we've redefined modern security with the world's most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We're always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

As a Problem Manager at CrowdStrike, you will be responsible for identifying the root causes of recurring incidents and implementing permanent solutions to prevent their recurrence. This position requires a methodical individual with strong analytical skills and experience in IT service management. You will work closely with cross-functional teams to drive problem resolution and continuous service improvement across our technology ecosystem. Your role will be critical in reducing incident frequency and minimizing business impact through proactive problem management.

Additional Locations: This role requires candidates to be onsite in our Pune office.

What You'll Do:

• Root Cause Analysis: Lead thorough investigations to identify underlying causes of recurring incidents and service disruptions across our technology infrastructure and product offerings.

• Problem Identification and Management: Analyze incident trends and patterns to identify potential problems before they impact operations. Maintain and prioritize the problem backlog.

• Solution Development: Collaborate with technical teams to develop and implement permanent solutions to identified problems, ensuring they meet quality standards and business requirements.

• Knowledge Management: Document known errors, workarounds, and permanent solutions in the knowledge base to facilitate faster incident resolution and prevent recurrence.

• Major Problem Reviews: Lead and facilitate post-major incident reviews (PIRs) to ensure thorough analysis of significant incidents, capture lessons learned, and drive implementation of preventive measures to avoid recurrence.

• Metrics and Reporting: Track and report on key problem management metrics, including problem resolution times, recurring incident reduction, and service improvement outcomes.

• Process Improvement: Continuously refine problem management processes and methodologies to enhance effectiveness and align with industry best practices.

• Stakeholder Communication: Maintain clear and effective communication with internal stakeholders regarding problem status, resolution progress, and business impact.

• Cross-Team Coordination: Work closely with Incident Management, Change Management, and technical teams to ensure coordinated approach to service stability and improvement.

What You'll Need:

• Experience: 5+ years in IT Service Management with specific focus on Problem Management or related disciplines.

• Technical Knowledge: Strong understanding of IT infrastructure, cloud services, and cybersecurity concepts to effectively analyze complex technical problems.

• ITIL Knowledge: Solid understanding of ITIL framework with emphasis on Problem Management and related processes.

• Analytical Skills: Exceptional analytical and critical thinking abilities with methodical approach to problem-solving.

• Communication: Excellent verbal and written communication skills, with ability to translate technical concepts for various audiences.

• Stakeholder Management: Experience working with cross-functional teams and managing stakeholder expectations during problem resolution.

• Tools Proficiency: Experience with ITSM platforms such as ServiceNow, particularly Problem Management modules.

• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred, though relevant experience will be considered.

Bonus Points:

• ITIL certification (ITIL 4 Foundation or higher)

• Experience with Major Incident Management and post-incident review processes

• Knowledge of cybersecurity products and services

• Experience with data analysis tools for identifying trends and patterns

• Background in cloud infrastructure environments (AWS, Azure, GCP)

• Experience in a high-growth technology company

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Benefits of Working at CrowdStrike:

• Remote-friendly and flexible work culture

• Market leader in compensation and equity awards

• Comprehensive physical and mental wellness programs

• Competitive vacation and holidays for recharge

• Paid parental and adoption leaves

• Professional development opportunities for all employees regardless of level or role

• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections

• Vibrant office culture with world class amenities

• Great Place to Work Certified across the globe

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.

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